Service Cloud Voice Implementation Guide

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Overview
Examples of Common Use Cases
Pass Data from the IVR System
Set Up Call Transcription
Link Case to Voice Call Record
Transfer to SMS in the IVR
Enable the Option to Request a Callback
CTR Sync with Amazon Connect
Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect
Refresh a Sandbox
Enable Voicemail Support
Set the Voice Call Record Type
Disable Call Recording
Enable the Voice Extension Page in Lightning App Builder
Examples from Amazon Connect
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
PDF

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.