Getting Started with for Salesforce Classic
for Salesforce is an agent experience for receiving and managing interactions for contact centers that use Salesforce Service Cloud in Classic mode. When integrated, the two systems work together to provide you with the information that you need from Salesforce to manage your customer interactions in .
| also supports Salesforce Lightning Experience. If you are working with the Lightning Experience, see Getting Started With Skylight for Salesforce Lightning Experience. |
When is integrated with Salesforce, the following features are available:
- user interface: is displayed as a panel inside the Salesforce console. If you don't see , click the Phone (
) icon at the bottom-right corner of the Salesforce Classic window. Instructions for how to use are located here. - Screen pops: 's incoming interaction notification, known as a screen pop, displays information about who the interaction is from. Upon accepting the interaction this information is sent to Salesforce to search for and open matching Salesforce records.
- Record linking: If a record is not automatically matched, allows you to choose from a set of possible matched records or manually link a record.
- Click to Dial or SMS: When viewing Salesforce records, you can click phone numbers that have a phone icon to initiate an outbound voice call or SMS interaction.
- Automatic focus: If the interaction is linked to a Salesforce record, Salesforce displays the corresponding record. Clicking the interaction to bring it in focus in Skylight will also bring the linked Salesforce object into focus.
- Activity History: If an interaction is assigned to a Salesforce record, interaction is logged in the Activity History panel in Salesforce for that record. You can click the entry in the Activity History panel to explore various views of the information collected about the interaction. If you don't see tasks in the Activity History panel, the Activity Records option is not enabled for the Salesforce integration on your tenant.
