Salesforce Service Cloud Voice FAQs: Expert Answers to Your Top Questions

Even with the shift toward digital channels, when it comes to customer support, 93% of people still prefer picking up the phone for help⁽ⁱ⁾.

Voice support remains crucial, with 91% of companies relying on it, making it the second most popular service channel after email⁽ⁱⁱ⁾.

However, voice support often faces challenges like fragmented systems, long wait times, and disconnected data, leading to dissatisfaction for both customers and agents.

In fact, 37% of agents end up switching between screens to find the information they need⁽ⁱⁱⁱ⁾.

On top of that, agents spend only 28% of their week selling, with the rest of their time taken up by tasks like data entry^(iv).

This is where Salesforce Service Cloud Voice comes in.

Service Cloud Voice combines telephony and customer data into one platform, allowing agents to focus on solving issues without jumping between systems. Powered by Einstein AI, it delivers real-time transcription and gives agents instant access to relevant knowledge articles and suggestions during calls. This allows businesses to provide more efficient, personalized phone support that meets today’s customer expectations.

In this post, we’ll explore frequently asked questions about Service Cloud Voice and learn how it transforms customer service by empowering agents to deliver exceptional support and seamless experiences.

Salesforce Service Cloud Voice Frequently Asked Questions (FAQs)

Service Cloud Voice has been making waves recently, but as with any new innovation, there are still plenty of questions. How will Service Cloud Voice impact customer service efficiency and response times? Can businesses seamlessly integrate Service Cloud Voice with their existing systems? What role does AI play in assisting agents through Service Cloud Voice?

Here, we’ve addressed some of the most common questions about Salesforce Service Cloud Voice to help you gain a clearer understanding.

What is Service Cloud Voice?

Service Cloud Voice is a powerful feature within Salesforce’s Service Console, offering advanced capabilities such as:

• Real-time omni-channel visibility for agents and supervisors directly within the console.
• Seamless telephony integration, displaying calls on a single platform within Service Cloud.
• Enhanced agent productivity with reduced call times, fewer clicks, and minimal data entry, resulting in quicker wrap-up tasks.
• Easy implementation of a phone channel without the need for coding, APIs, or third-party telephony system research.

How Can I Get Started With Service Cloud Voice?

To begin using Service Cloud Voice, it is offered as an add-on for Salesforce Enterprise and Performance customers who are using the Lightning experience in Sales Cloud, Service Cloud, or Government Cloud. Once enabled, it seamlessly integrates telephony into your Service Cloud, providing a unified experience for agents to handle calls alongside other digital customer interactions.

For Government Cloud users, this integration requires telephony support through partners like Amazon Connect or other compatible telephony solutions. It’s important to evaluate your telephony needs and confirm that your existing systems are compatible or identify the best partner for your specific requirements before implementation.

What is the Advantage of Real-Time Transcription in Service Cloud Voice?

Real-time transcription in Service Cloud Voice offers several key benefits.

• For agents, it reduces the need for manual note-taking, allowing them to focus more on customer interactions.
• For customers, it eliminates repeating information like order numbers, as agents can easily scroll back through the conversation to retrieve details.
• Supervisors can monitor multiple calls simultaneously, providing instant coaching and quality assurance.

With Service Cloud Voice, everything, from the moment a customer contacts your center to the end of the call, is recorded and transcribed.

Can Service Cloud Voice AI Automatically Create Cases From Calls?

Yes, Service Cloud Voice AI simplifies the case creation process. It uses real-time call transcriptions and keyword detection to automatically extract critical information like customer names, product details, and issue descriptions. AI, then, populates case fields accurately and categorizes the case, assigning it to the right agent or queue. This reduces agent workload, allowing them to focus on personalized support.

It also attaches the call transcription for future reference and can trigger automated workflows, such as sending confirmation emails. This boosts efficiency, speeds up case resolution, and enhances the customer experience.

What Are Recommended Next Best Actions in Service Cloud Voice, and How Are They Generated?

Recommended next best actions are dynamic, AI-driven suggestions that guide agents in real-time during customer interactions. They are generated by a sophisticated analysis of multiple data points, including:

• Customer Context: Real-time and historical customer data, such as purchase history, previous interactions, and account details.
• Conversation Analysis: NLP and ML algorithms analyze the ongoing conversation, including sentiment, keywords, and intent.
• Knowledge Base: The system searches relevant knowledge base articles, FAQs, and troubleshooting guides to provide agents with immediate access to information.
• Predictive Analytics: AI models predict the customer’s needs and potential issues based on patterns and trends.
• Business Rules: Predefined business rules and workflows are applied to ensure compliance and consistency.

What Does the Service Cloud Voice Implementation Process Look Like?

The implementation process for Service Cloud Voice is tailored to meet the specific needs and scope of each business, with timelines varying from as short as a few weeks to as long as months. This timeframe largely depends on factors such as the size of your team, the complexity of your telephony setup, and how many customizations are needed.

Along with configuring the phone system, you should also plan for porting over existing phone numbers, if applicable, and allocate time for thorough training to ensure that your team fully understands the new features and tools available in Service Cloud Voice.

Proper planning can help avoid disruptions and ensure a smooth transition for both agents and supervisors.

How Does Service Cloud Voice Licensing and Pricing Work?

Service Cloud Voice licensing depends on the type of solution you choose. If you opt for Salesforce’s in-house Voice solution (Resale), licensing is based on the Salesforce Service Cloud user and associated permission set group.

Alternatively, if you’re using an external telephony provider or your own AWS service, licensing may vary accordingly.

Moreover, Service Cloud Voice pricing is typically based on:

• Salesforce Licenses: You need appropriate Service Cloud licenses (e.g., Service Cloud Enterprise, Unlimited).
• Telephony Costs: Costs vary depending on your chosen telephony provider and usage (call minutes, features).
• Add-on Features: Features like Einstein Conversation Insights or other advanced AI capabilities may incur additional costs.
• Usage Based Pricing: Some telephony providers and also salesforce will use usage-based pricing.

Since Service Cloud Voice is fully integrated, features like call recording become standard. For precise licensing details, it’s recommended to consult with a Salesforce partner.

Are There Different Tiers or Editions of Service Cloud Voice?

Yes, there are different configurations and add-ons that affect the overall cost. The cost is variable based on a number of factors, including telephony provider, and which Salesforce licenses are being used.

Does Service Cloud Voice Include Telephony Costs?

No, Service Cloud Voice itself is a Salesforce product. Telephony costs are separate and depend on your chosen telephony provider.

How is Service Cloud Voice Usage Calculated?

Service Cloud Voice usage is measured based on:

• Platform Minutes & IVR Utterances: Usage is tracked daily, and any overages are recorded against your purchased allowance.
• Telephony: Amazon Connect offers both direct inward dial (DID) and toll-free numbers, with daily charges for these numbers. Additionally, there’s a per-second charge (with a 60-second minimum) for calls, which varies based on the type of inbound number and the destination of outbound calls.

Why is it Important to Find a Certified Implementation Partner for Service Cloud Voice?

Implementing Service Cloud Voice involves complex configuration steps with both Salesforce and Amazon Connect.

You need experienced, in-house developers or certified professionals with expertise in both platforms, especially Amazon Connect.

It’s highly advisable to partner with an implementation expert. They take the Service Cloud Voice set up as a full project, complete with scope, timeline, budget, and milestones, and will ensure smoother execution. Collaborating with a trusted partner who has experience in both Salesforce and Amazon Connect can make all the difference. Your Salesforce Account Executive can help connect you with certified partners.

Conclusion

Salesforce Service Cloud Voice seamlessly integrates phone calls into the Salesforce platform, enhancing the 360-degree customer view. This provides agents with real-time access to comprehensive customer information, from account history to past technician visits, revolutionizing contact center operations with more efficient and personalized service.

By giving agents everything they need at their fingertips, Service Cloud Voice ensures that customer interactions are smoother and more effective.

So, are you ready to transform your contact center experience?

Statistics References:

⁽ⁱ⁾ Trailhead Salesforce
⁽ⁱⁱ⁾ Salesforce Ben
⁽ⁱⁱⁱ⁾ Salesforce
^(iv) Salesforce