Use these resources to help your contact center reps become familiar with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)’s
softphone and features. Some features may differ depending on what features your telephony
provider offers.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
To enable reps to help customers on the phone, teach them how to:
- Answer inbound calls and make outbound calls using the Phone tab in the Omni-Channel
utility
- Add a caller to a conversation
- Transfer a call to another rep or a queue
- Honor customer privacy when recording calls
- Listen to and collaborate on call recordings
- Link calls with customer contact records
- Report on your contact center
