What is the softphone utility in Salesforce?
Softphone utilities let your Lightning console users make calls directly from Salesforce. Before you add the softphone utility to your Lightning console app, first set up and configure the softphone and Open CTI. To set up the softphone utility for Ada, install an Open CTI Demo package in your Trailhead Playground.
How do I set up softphone layouts in Salesforce?
Click the Home tab for Service Setup Home. Enter Softphone Layouts in the Quick Find box, and select Softphone Layouts. Click Continue if prompted. Click New and fill in the details. In the Display these salesforce.com objects section, click Add/Remove Objects. Replace Lead with Case.
What is pop-out in Salesforce softphone?
Some utilities support pop-out, which lets them open in a new browser window. Softphone utilities let your Lightning console users make calls directly from Salesforce. Before you add the softphone utility to your Lightning console app, first set up and configure the softphone and Open CTI.
How do I view a softphone in service console?
Viewing a softphone is easy. From the App Launcher, find and select Service Console. In the footer, click Phone to see the blank softphone. That's it!
How do I log into my softphone?
From your personal settings, enter Softphone in the Quick Find box, then select My Softphone Settings. Select Automatically log in to your call center when logging into Salesforce .
How do I configure softphone in Salesforce?
Configure Softphone LayoutsClick the Home tab for Service Setup Home.Enter Softphone Layouts in the Quick Find box, and select Softphone Layouts.Click Continue if prompted.Click New and fill in the details. ... Click Save.Click Softphone Layout Assignment.More items...
What is Salesforce softphone?
A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone's functionality and user interface are determined by the Salesforce admin. Important CTI Toolkit, also known as the Desktop CTI, is retired.
How do I log a call in Salesforce Mobile?
0:031:39Log Calls to Salesforce - Mobile - YouTubeYouTubeStart of suggested clipEnd of suggested clipThen input the rest of the information. And hit save in the top right corner. You.MoreThen input the rest of the information. And hit save in the top right corner. You.
How do I set up a call center in Salesforce?
To create a call center record in Salesforce:Import a call center definition file into Salesforce. Use this method to create your first call center for a CTI adapter that was just installed.Clone an existing call center definition. Use this method to create additional call centers for a particular CTI adapter.
How do I enable CTI in Salesforce?
Configuring the CTI adapter in SalesforceNavigate to Setup > Customize > Call Center > Call Centers.On the All Call Centers page, click Import.Click Choose File, and from the folder where you have installed the CTI adapter, select the CTIAdapter. xml file.Click Import.
What is CTI in Salesforce?
CTI, or computer telephony integration, is a key element of an omnichannel customer service strategy. Salesforce CTI is one of the most popular methods used to connect organizations' telephone and computer systems.
How does CTI work?
CTI software uses VoIP (Voice over Internet Protocol) functionality, which basically turns your computer into an extension (or remote control) of your phone. They work alongside your software, which allows your customer data (phone numbers, emails, etc.) to be interactive by giving you one-click access to dialing.
What is CTI call center?
Computer telephony integration (CTI) means linking a call center's telephone systems to their business applications, typically so that their business software can have more control over call management.
Can Salesforce track phone calls?
By tracking calls in Salesforce, you can: Discover and optimize your most effective campaigns: Invoca's integration with Salesforce Sales Cloud connects high-converting inbound calls to the marketing campaigns that drive them. This allows you to focus your spend on the campaigns that create the most revenue.
How do I change the call log in Salesforce?
Click "Mobile & Lightning Actions" at the top panel then drag the "Log an Activity" action to the "Salesforce Mobile and Lightning Experience Actions" section, also remove the "Log a Call" action if exist. Click the Save button when done.
How do you end a call?
These phrases can offer a polite way to end a call on a positive note....Examples of effective call-closing statements"My apologies once again for any inconvenience. Thank you for your call.""I'm happy we could make this right for you. Have a wonderful day.""Thank you for calling. We appreciate your business."
Manage Call Center Users
Before Maria or Ursa Major Solar’s support team can access a softphone to make calls from Salesforce, she must assign users to a call center. This takes less time than calling a cell-phone provider, and it won’t be anywhere near as painful. Plus, since Maria already added a call center to an org, she’s well on her way to hearing ringtones.
Add a Softphone to the Service Console
Maria adds a softphone to the utility bar of the service console app so that it’s easily accessible in the footer next to the console’s other productivity tools. Here’s how she does it.
View a Softphone
Now that Maria has created a call center, assigned users to it, and added a softphone to the service console app, Ursa Major Solar can support customers by phone.
Hands-on Challenge
You’ll be completing this challenge in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
Install the Open CTI Demo Package
To set up the softphone utility for Ada, install an Open CTI Demo package in your Trailhead Playground. First, scroll to the bottom of this page and click Launch. If you see a tab in your org labeled Install a Package, great! Follow the steps below.
Configure Call Center
Next, configure the call center for Ursa Major Solar. Once it’s set up, anyone who’s a call center user can use the softphone utility to help customers with their cases.
Configure Softphone Layouts
Now that you’ve installed the softphone, review the layout settings and assign which profiles see the layout you customized.
Test It!
As you complete the steps below, you may see a pop-up message about the new Lightning Experience Transition Assistant. This message overlaps the user login for the Phone utility item. If you do see this message, please close out of the pop-up and proceed with the steps.
Verify Step
You’ll be completing this project in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
