Salesforce Service Cloud Voice - Part 2: The Building Blocks
This story is the second part in a series about Salesforce Service Cloud Voice. If you haven’t read the first one and feels like you need to start from the first episode, please see here: Part 1
(It isn’t a thriller pilot episode, so it’s perfectly okay to skip it.)
First Things first
When I started working on and learning about Service Cloud Voice, the first thing I was pointed to is this page: Salesforce Documentation. This serves as an excellent starting point for beginners, connecting them to more in-depth resources on other pages.
The most important thing to understand here is the Service Cloud Voice key Concepts.
Service Cloud Voice — Key Concepts
For simplicity, we’ll assume AWS Connect is the telephony provider for the rest of this story.
🏪 Contact Center
This is an entity or a logical representation of the agents providing customer service using Salesforce Service Cloud Voice (SCV). Apart from details like Provider, Country Code etc, it is…
