Salesforce Service Cloud Voice - Part 1: Introduction

Recently, I got the opportunity to work on Salesforce Service Cloud Voice. This has been quite a steep learning curve. One thing I noticed is that there aren’t many articles available on this topic, apart from the documentation provided by Salesforce and only a few pages from AWS. Hence, this story. I will look at capturing the finer details as a series of stories.

In this first part of the series, we’ll first get to know Service Cloud Voice at a high level. Salesforce Service Cloud Voice is a comprehensive solution that unifies phone, digital channels, and CRM data in real time. It seamlessly integrates with the Salesforce platform, enabling agents to handle customer inquiries from various channels within a single interface.

How does it work?

Service Cloud Voice is an advanced system that is natively integrated in Salesforce. Traditionally, CRM systems like Salesforce/Siebel were integrated to telephony providers using Computer Telephony Integration (CTI) connectors. This usually proved to be a very restrictive approach, as businesses would be left at the mercy of the telephony providers for features and changes to the connector/adapter.

This is the value that Service Cloud Voice brings to the table. As it is natively integrated, it is able to do more within…