Release Notes | Talkdesk for Service Cloud Voice

Talkdesk for Service Cloud Voice allows Agents and Supervisors to maintain their day-to-day activities inside Salesforce without toggling between different tabs and products, thus maintaining a single pane of glass within Salesforce.

 

December 13, 2023 | Talkdesk for Service Cloud Voice 2.7

On Wednesday, December 13, 2023, we will release the following features and enhancements for Talkdesk for Service Cloud Voice:

 

Note: This new version of the Talkdesk for Service Cloud Voice package requires the Talkdesk for Salesforce package version 5.6 to be installed. 

 

New:

Pop-up Window with Talkdesk Connection: Admins can now choose to have the Talkdesk connection outside the Salesforce window for T4SCV, allowing agents to refresh the Salesforce browser while on call and without losing connection. This feature is disabled by default and only available for the US region. Enablement requires engagement with Talkdesk.

For more information about the new feature, please visit our documentation.

Enhancements:

  • Agent Wrap-up Settings: When agents are assigned the “Talkdesk for SCV” call center in Salesforce, the Talkdesk Wrap-up (ACW) configurations will automatically be updated to:
    • “Wrap-up stage” enabled
    • “Include Internal Transfers” enabled
    • “Wrap-up form” disabled
  • Notification when a call is disconnected by the contact: Agents will see a modal prompting the agent to close the voice call when the agent can answer a call that was already disconnected by the contact.

Fixes:

  • SCV Setup: Fixed the bug where customers were not able to set up or disconnect the T4SCV contact center.
  • Wam Transfer: Fixed the bug where an agent was not able to perform a second warm transfer after canceling the first one. 

September 25, 2023 | Talkdesk for Service Cloud Voice 2.5

On Monday, September 25th, 2023, we will release the following feature for Talkdesk for Service Cloud Voice:

 

Note: This new version of the Talkdesk for Service Cloud Voice package requires the Talkdesk for Salesforce package version 5.3.2 or above to be installed. The upgrade must be requested through your Customer Success Manager or Talkdesk Support.

 

New:

  • Einstein Conversation Insights - Admins and Supervisors can now leverage Salesforce Einstein Conversation Insights to focus on key moments of the conversation and to easily identify topic trends, such as mentions of competitors and products. 

For more information about these new features, please visit our documentation.

 

 

August 29, 2023 | Talkdesk for Service Cloud Voice 2.4

On Tuesday, August 29, 2023, we will release the following features, enhancements, and fixes for Talkdesk for Service Cloud Voice:

Note: This new version of the Talkdesk for Service Cloud Voice package requires the Talkdesk for Salesforce package version 5.3 to be installed. 

 

New:

  • Dynamic Outbound Caller ID:  Admins can now define business rules to choose which outbound phone number is displayed when a call is launched.
  • SF Sales Engagement: Salesforce Sales Engagement (previously High Velocity Sales) is now supported by Talkdesk for Service Cloud Voice, allowing Admins to create custom sales processes to guide sales reps.

For more information about these new features, please visit our documentation.

 

Enhancements:

  • Status sync notification: Agents will receive a warning toast prompting the agent to refresh the browser when the agent presence status is out of sync, due to loss of connection between Talkdesk and Salesforce.
  • Talkdesk widget:  The Talkdesk widget will pop up if the connection is lost between Talkdesk and Salesforce. The widget will include a refresh button that will refresh the page for reconnection.
  • Notification when call routed to another agent: Agents will see a modal prompting the agent to close the voice call when the agent is able to answer a call that was already routed to another agent.

 

Fixes:

  • After Conversation Work in Salesforce:  The After Conversation Work in Salesforce will now be automatically closed when the agent starts an outbound call, avoiding the 200% capacity issue.

 

 

June 6, 2023 | Talkdesk for Service Cloud Voice 2.2

On Tuesday, June 6th, 2023, we will release the following features and enhancements for Talkdesk for Service Cloud Voice:

Note: This new version of the Talkdesk for Service Cloud Voice package requires the Talkdesk for Salesforce package version 5.3 to be installed. The upgrade must be requested through your Customer Success Manager or Talkdesk Support.

 

New:

  • Swap on Warm Transfers: Now, Agents can use the swap capability on transfers,  allowing them to switch between two call legs, putting one of them on hold and activating the other. 

  • Auto Case Pop: Admins can now configure Talkdesk automations to automatically display a new case to agents in Salesforce when a call is made or received in T4SCV.

  • Phone Number Masking for Outbounds: Admins can now enable the phone number masking capability for outbound calls, masking the number in the Omni-Channel widget and the voice call record.

  • Auto Accept Work Items: Admins can now configure the phone channel to automatically accept work requests in T4SCV. 

  • Salesforce Omni-channel Flows with T4SCV: Admins can now set up routing requirements using Salesforce Omni-Channel Flows and trigger them with Talkdesk Studio. Enablement of this feature is conducted by Talkdesk.

For more information about these new features, please visit our documentation.

 

Enhancements:

  • SCV Talkdesk Admin tab: The layout was improved. 

Fixes:

  • Keypad on transfers for external numbers: Fixed the bug where agents were unable to use the keypad when making a transfer to external numbers.

  • Recording toggle: The recording toggle now shows the correct status of the recording.

  • Pause/resume call recording after a transfer: Fixed a bug where agents would see an error every time they tried to pause the call recording after a transfer.

 

March 10, 2023 | Talkdesk for Service Cloud Voice 2.0

On Monday, March 13th, 2023, we will release version 2.0 Talkdesk for Service Cloud Voice.

Talkdesk for Service Cloud Voice (T4SCV) is an add-on to the Talkdesk CX cloud product that integrates Talkdesk voice communications with Salesforce Service Cloud Voice.

 

What’s included

Fully embedded call center experience within Salesforce:

  • Call controls within Salesforce Omni-channel widget and Phone component.
  • Inbound and outbound use cases with support for blind transfers, warm transfers, and consults.
  • Embedded call recordings and live transcriptions, with the possibility to pause and resume both.
  • Embedded Talkdesk Live reporting and comprehensive call monitoring in Salesforce Omni-Supervisor.
  • Compatible with Talkdesk Conversations mobile app.

Easy setup and configuration:

  • Plug-and-play solution, with fully automated enablement and setup process.
  • Ability to choose the best Salesforce experience for your reps, by easily switching agents between Talkdesk for Service Cloud Voice and Talkdesk for Salesforce solutions.
  • Supports Salesforce Shield Encryption.
  • Advanced routing capabilities, global reach, and best-in-class call quality.

Talkdesk for Service Cloud Voice is an add-on and requires additional licensing.

 

For more information, please check our Talkdesk for Service Cloud Voice documentation.

 

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