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Engage Voice
Intro to Engage Voice Salesforce integration

Salesforce Service Cloud is a leading Customer Relationship Management (CRM) platform for customer service and support. The Engage Voice Salesforce integration will help deliver a seamless, consistent, efficient service experience for Engage Voice users using Salesforce as their working platform. This integration is helpful for agents because they will not have to leave Salesforce to use Engage Voice controls, such as taking or making calls.

Features and benefits of the Engage Voice Salesforce integration

Here are some key features and benefits of the Engage Voice Salesforce integration:
  • Included as a managed package in the Salesforce AppExchange page
  • Allows agents assigned to the Salesforce integration to log in using Single Sign-on (SSO)
  • Allows agents to set their agent state
  • Allows agents to update their session after login, such as inbound queues and skill profiles 
  • Allows multiple voice connection types that agents can use to manage the calls: the integrated phone within the widget, a RingCentral Phone, or an external phone 
  • Matches inbound calls with Salesforce records based on the ANI
  • Includes a screen pop for inbound calls
  • Allows agent call wrap-up notes and disposition details made from the app to be sent to our server
  • Includes call controls, such as requeue and transfer, active call list, hold, and end call
  • Allows basic outbound calls
  • Allows IVR-based screen pop-ups and alerts
  • Allows automatic case creation and updating call activity
  • View Agent script
  • Edit Agent profile

Accessing the Engage Voice Salesforce integration

In order to use the integration, Salesforce admins should find and install the Engage Voice package in the Salesforce AppExchange. To learn more, visit Installing and setting up Engage Voice in Salesforce
 
When the package is installed, Salesforce admins can then assign agents to the Engage Voice app. Once assigned, agents will find the Engage Voice widget located in the bottom left-hand corner of their screen.
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