Service Cloud Voice Developer Guide
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Service Cloud Voice Sample Contact Flows
Salesforce provides sample contact flows that you can use as a starting point to perform
common use cases.
Basic Flows
- Sample_SCV_Agent_Transfer: Use this contact flow to define the customer experience when a call is transferred from one agent to another agent.
- Sample_SCV_Inbound: Use this contact flow to define the customer experience for an inbound call (that is, when a customer calls your contact center).
- Sample_SCV_Inbound_Flow_With_Transcription: Use this contact flow to define the customer experience for an inbound call where transcription is enabled.
- Sample_SCV_Outbound_Flow_With_Transcription: Use this contact flow to define the customer experience for an outbound call (that is, the agent calls the customer) where transcription is enabled.
- Sample_SCV_Queue_Transfer: Use this contact flow to define the customer experience when a call is transferred to a queue.
REST API Flows
- Sample_SCV_REST_Check_For_Open_Cases: Use this sample contact flow to demonstrate the InvokeSalesforceRestApiFunction Lambda function by checking for open cases.
- Sample_SCV_REST_Link_Call_To_Case: Use this sample contact flow to demonstrate the InvokeSalesforceRestApiFunction Lambda function by linking a call to an open case. This flow adds on to the simpler Sample_SCV_REST_Check_For_Open_Cases contact flow.