---
schema_version: "1"
id: 6437293a7c8cca66a322b04a9ec1fe41a5862e082e1c6fc711d37b428fdf3b8f
title: Train Your Reps on Salesforce Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_pt_train_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_pt_train_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 822aeb023a07e40cde16468c68fa800a255068731075cf3749a375574ca05004
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Train Your Reps on Salesforce Voice

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

To enable reps to [help customers on the phone](https://help.salesforce.com/s/articleView?id=service.voice_agents_call_controls.htm&type=5&language=en_US), 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

#### See Also

- [Help Customers on the Phone](https://help.salesforce.com/s/articleView?id=service.voice_agents_call_controls.htm&release=264.0.0&type=5 "Talk to your customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Answer incoming calls and make outbound calls. Collaborate with your colleagues in the call record’s Chatter feed by posting call updates, asking questions, and discussing next steps. Read the call transcripts to confirm details. After a call ends, complete closing tasks and listen to call recordings for training purposes. And to gain a complete view of your customers’ interactions with your company, link the call record with other Salesforce records like cases, contacts, and leads.")