Getting Started
- Step 1: Install the Amazon Connect CTI Adapter Once you have your Amazon Connect and Salesforce CRM instances running,...
- Step 2: Configure your Salesforce Call Center After the package has been installed, the next step is to set up your...
- Step 3: Whitelist Your Salesforce’s Visualforce Domain
Full Answer
What is the difference between Aws and Salesforce?
Use Kubernetes with Amazon Elastic Kubernetes Service (Amazon EKS)
- An EC2 instance with the ECS Agent installed and configured is called a container instance. In Amazon EKS, it is called a worker node.
- An ECS Container is called a task. In the Amazon EKS ecosystem, it is called a pod.
- While Amazon ECS runs on AWS native technology, Amazon EKS runs on top of Kubernetes.
How to create your first app in Salesforce?
- To create application in lightning, Click File | New | Lightning Application.
- Enter the name, and click Ok. E.g. appName.app resource. You may set name accordingly.
- Now use c:helloWorld to refer the component helloWorld.cmp using the default namespace c. If your organization has a registered namespace, you can use it to reference. ...
How to use Salesforce everyday?
Salesforce is extremely user friendly and once you get familiar with it, you can start getting creative in using some of the more advanced capabilities. 1. Check out Trailhead. Salesforce offers modules that are accessible and free to anyone who visits the Trailhead website. These modules are fun, interactive, and extremely informative for anyone that wants to learn Salesforce for the first time; or even long time Salesforce users who want to learn a new feature or brush up on their skills.
How to enable Salesforce CRM content in Salesforce?
The profile of the user doing the sync should have the following permissions enabled:
- Manage Salesforce CRM Content
- Create Libraries
- Manage Content Permissions
- Manage Content Properties
- Manage Content Types and
- Deliver Uploaded Files and Personal Content
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Does Amazon Connect integrate with Salesforce?
Amazon Connect now supports integration with Salesforce Service Cloud Voice. Today we are excited to announce the general availability of Salesforce Service Cloud Voice with Amazon Connect. Service Cloud Voice brings together phone, digital channels, and CRM data into one unified contact center experience.
How do I add Amazon connect to Salesforce?
Open Salesforce and in Setup, search Call Centers. Select Amazon Connect CCP Adapter Lightning. Choose Edit, then add the link to your Amazon Connect instance (not the same as the Origin URL). Choose Save, then Manage Call Center Users.
What is Amazon Connect CTI adapter?
The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce now enables customers to extend their Contact Control Panel (CCP) with customizable buttons called CTI Actions. These buttons can be configured in Salesforce and used to simplify common agent actions.
What is CCP in Salesforce?
The Career Conversion Programme (CCP) for Salesforce Platform Professionals is designed to equip mid-career Professionals, Managers, Executives and Technicians (PMETs) with skills to perform the following five Salesforce job roles: Salesforce Administrator. Salesforce Service Cloud Consultant.
How does CTI work in Salesforce?
What is Salesforce Open CTI. Open CTI is a JavaScript API that lets you build and Integrate third party computers telephone integration (CTI) systems with Salesforce Call center. With CTI, We can make calls with a softphone directly inside Salesforce without installing specific CTI adapters.
How do I integrate Open CTI in Salesforce?
To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. After you develop an Open CTI implementation, you can integrate it with Salesforce using Salesforce Call Center.
What is Salesforce private connect?
Salesforce Private Connect is a fast, easy, and secure way to connect Salesforce orgs with AWS data centers. Salesforce developers can set up the connection quickly and easily in a point-and-click interface.
What is a CTI adapter?
A lightweight software program that controls the appearance and behavior of a Salesforce softphone. The adapter acts as an intermediary between a third-party computer telephony integration (CTI) system, Salesforce, and a Salesforce CRM Call Center user.
What is Amazon CCP?
CCP. You use the Amazon Connect Contact Control Panel (CCP) to interact with customer contacts. It's how you receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks.
What is Sfdc lightning?
Lightning (Salesforce Lightning) is a component-based framework for app development from Salesforce.com that is designed to simplify processes for business users, who typically do not have programming experience.
What is service cloud voice?
Service Cloud Voice is Salesforce's telephony tool for customer service contact centers. Put simply, it connects your telephone system to your Salesforce instance, enabling a more efficient experience for both agents and customers. Previously, digital channels offered capabilities that weren't available for voice.
Getting Started
If you have not spun up an Amazon Connect instance, take a look at our Getting Started Guide. The Amazon Connect CTI Adapter integration leverages both the Amazon Connect Streams API and the Salesforce Open CTI API. In this blog post, we’re going to focus on setting up the Amazon Connect CTI Adapter for Lightning experience.
Testing the Amazon Connect CTI Adapter
Now that you have everything configured, let’s give this a go. Open your Chrome or Firefox browser and login to your Amazon Connect instance (https://YOURINSTANCENAME.awsapps.com/connect/login). Open another tab and log into your Salesforce CRM instance and go to your Sales or Service Console Lightning application.
What is Service Cloud Voice?
Put plain, and simply, Salesforce’s Cloud Voice Service is a Computer Telephony Integration (CTI) that allows telephones and computers to work together seamlessly. That means as customers dial into your call centre, agents are no longer holding the phone on their shoulder while they type.
What are the Benefits of Service Cloud Voice?
CTIs, in general, are handy tools built with customer service and managers in mind, and Service Cloud Voice was developed with the same attention to detail. There are many benefits with Voice:
How Amazon Connect Can Work With Service Cloud Voice
Amazon Connect is an omnichannel cloud contact centre that provides the backbone for Service Cloud Voice. While it was built independently of Salesforce, Amazon Connect brings in the feature of speech recognition, which provides one of Service Cloud Voice's best aspects.
How to Setup Service Cloud Voice
To perform a Service Cloud Voice integration, some steps must be taken in a particular order to ensure it will work successfully. Most of these do not take a large amount of time to implement; however, it is important to allow enough time to properly test.
Post Voice Configuration steps
It is important to allow the proper amount of time to efficiently and correctly setup Service Cloud Voice. This is not a project that should be rushed. Proper user acceptance testing must be executed, and both agents and supervisors should be trained accordingly.
Conclusion
Salesforce Service Cloud Voice paired with Amazon Connect is a great tool that can promote a positive customer experience. Agents can benefit from having reduced clicks, more accurate information, and faster response times. Managers can monitor conversations and gather data to improve training and coach agents in real-time.
Global Strategic Partnership
The world's leading cloud provider and the #1 CRM platform are making it easier for developers using both technologies to build and launch customer applications, natively leverage AWS services in Salesforce, and securely connect data and workflows across both Salesforce and AWS.
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Amazon Connect and Salesforce
Salesforce Service Cloud seamlessly integrates with Amazon Connect, providing contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service.
AWS and Salesforce Offerings
AWS and Salesforce share a strategic relationship, encompassing technical alignment and joint development. Many Salesforce products run on AWS. In addition, Salesforce customers can build on AWS to extend their Salesforce capabilities.
Featured Customers
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The collaboration of AWS and Salesforce gives you new and secure ways engage with your customers. Our shared pace of innovation will give you continual access to cutting edge, world-class solutions from industry leaders.
