Examples of Common Use Cases

Salesforce and Amazon Web Services provide examples to help you get started using Service Cloud Voice. These examples illustrate how to implement common use cases such as SMS transfers, linking calls to cases, and voicemail setup. The examples are foundational, so you can build upon them to support your company’s business processes.

Your business processes might be a bit different than those reflected in the examples. In many cases, you can modify an example to achieve your desired result. For instance, an example that shows how to automatically link a call record to a case record can be modified to link to a lead record or other type of record.

Each example indicates the ease of implementation and estimated time to implement. They assume a familiarity with basic Salesforce admin skills.

Amazon Connect’s solutions team also offers implementation examples for Service Cloud Voice. These examples demonstrate how to complete tasks like letting customers leave voicemails for reps. We’ve introduced a selection of them in Examples from Amazon Connect. For a full list, see the Amazon Connect Campground for Service Cloud Voice in GitHub. Salesforce does not maintain the examples provided by Amazon Connect.