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Talkdesk for Salesforce FAQ - New Customers

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What is Talkdesk for Salesforce?

Talkdesk for Salesforce is Talkdesk’s managed package for Salesforce. It gives Salesforce users a more comprehensive call center experience by providing native access to a variety of Talkdesk features such as agent provisioning, real-time reporting, historical call reports and more.

 

Who can access Talkdesk for Salesforce?

Talkdesk for Salesforce leverages Salesforce triggers, custom fields, custom objects, and API calls. For this reason, it is only available to Talkdesk customers on a Professional or Enterprise plan, with Standard User licenses (license type: Salesforce) on Salesforce and who are using the following editions of the CRM:

  • Enterprise.
  • Unlimited.
  • Professional with API access.

Regarding other types of Salesforce licenses, like Salesforce’s Community licenses, these allow only a limited access to Salesforce and therefore don't allow a user to be a Talkdesk for Salesforce user. For more information, please read User Licenses.

 

Where can I get Talkdesk for Salesforce?

Talkdesk for Salesforce is available for installation from the Salesforce AppExchange. Please note that full access to the app requires prior activation from Talkdesk. Follow the instructions in the article Installing Talkdesk for Salesforce.

 

Does Talkdesk for Salesforce count towards the two-integration limit for Talkdesk Pro licenses?

Yes. Talkdesk for Salesforce counts towards the two-integration limit.

 

How do I provision Talkdesk licenses for my Salesforce users?

Talkdesk for Salesforce licenses are separate from regular Talkdesk licenses. Once Talkdesk for Salesforce has been activated, you can provision new licenses by reaching out to your Customer Success Manager. Please provide your Salesforce Production Organization ID and specify that you would like to add "Salesforce" licenses to your account.

 

What type of access does the Salesforce Admin installing Talkdesk for Salesforce need?

The user installing Talkdesk for Salesforce in your Salesforce instance must possess Salesforce Administrator access and/or the ability to create, update and delete AppExchange packages.

 

Does Talkdesk for Salesforce support Salesforce Lightning?

Yes. Users can enjoy all aspects of Talkdesk for Salesforce since Winter ‘17. 

This update provided a new Talkdesk Lightning app that has been customized exclusively for the Lightning Experience. With the app, users have fast access to key Talkdesk features including Talkdesk Admin, live/historical reporting and the CTI. In addition, Talkdesk is fully compatible with Salesforce’s LockerService. LockerService enforces security restrictions on Lightning components to identify and prevent potential vulnerabilities. All of Talkdesk’s Lightning components have been validated and function as expected with LockerService enabled.

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