Getting Started With for Salesforce Lightning Experience
for Salesforce is an agent experience for receiving and managing interactions for contact centers that use Salesforce Service Cloud in Lightning Experience 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 .
The URL for the Salesforce Managed Package is: https://<your_salesforce_domain>/packaging/installPackage.apexp?p0=04t3m000002NO0V
| also supports Salesforce Classic. If you are working with Salesforce in Classic mode, see Getting Started with Skylight for Salesforce Classic. |
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-left corner of the Salesforce Lightning Experience window. Instructions for how to use are located here. - Screen pops: 's incoming interaction notification 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 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 Past Activity panel in Salesforce for that record. You can click the entry in the Past Activity panel to explore various views of the information collected about the interaction. If you don't see tasks in the Past Activity panel, the Activity Records option is not enabled for the Salesforce integration on your tenant.
