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Setting up Talkdesk for Service Cloud Voice (Early Access)

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Talkdesk for Service Cloud Voice (SCV) integrates digital channels and Salesforce data with voice communications - all in one central view embedded within the Salesforce UI.

This product is presented as a new managed package that enables customers with Service Cloud Voice to use Talkdesk as their chosen telephony partner.

In order to use the full currently provided capabilities of this product the following items are  required:

  • Salesforce org in Summer ‘21 release or above.
  • Service Cloud Voice licenses.
  • Salesforce org using Lightning.

To set up Talkdesk for Service Cloud Voice in your Salesforce org, please follow the steps below.

Note: During the Early Access phase, it is mandatory that Product and Professional Services are involved in the setup and enablement of this product. Some steps during this setup guide will have a clear reference to this.

 

Enabling Omni-Channel in the Salesforce org

Installing Talkdesk for Service Cloud Voice Managed Package

Creating the Service Cloud Voice/Salesforce Users

Setting up the Partner Telephony Contact Center

Configuring Salesforce Omni-Channel Statuses

Configuring Talkdesk Admin

Creating a Talkdesk ID Remote Site Setting

Configuring the After Call Work Component in the Voice Call Page Layout

Configuring the Inbound Call Flow

 

Enabling Omni-Channel in the Salesforce org

Before installing the managed package, Omni-channel must be enabled in the Salesforce org. Otherwise, trying to install the package will result in an error.

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  1. Go to Setup and search for Omni-channel Settings [1] under Omni-channel
  2. Click on the checkbox [2] to enable Omni-channel.
  3. Click on the Save [3] button.

 

Installing Talkdesk for Service Cloud Voice Managed Package 

Make sure you are a System administrator in Salesforce and Talkdesk, with permissions to install packages in the Salesforce org.

Go to App Exchange and install the Talkdesk for Service Cloud Voice managed package. This may take a few minutes.

 

Creating the Service Cloud Voice/Salesforce Users

In the Early Access phase, users must be created on both the Talkdesk and Salesforce sides. Users must have the same email address to be recognized as the same user.

Note: If the above requirement is not met, some features, such as presence sync and call transfers, will not work.

Salesforce users must have one of Talkdesk’s permission sets assigned to them, either administrator or agent. To assign Talkdesk permission sets, please follow these steps:

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  1. Go to Salesforce Setup and search for Permission Sets [1].
  2. From the list of permission sets, click on either Contact Center Admin (Partner Telephony) [2] or Contact Center Agent (Partner Telephony) [3], according to the type of permissions you want to assign to the user.

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  1. After clicking on one of the permission sets, click on the Manage Assignments button [4].
  2. Then, select the users to which you want to give the permission set to and click Add Assignments.

 

Setting up the Partner Telephony Contact Center

The next step is to set up the contact center in Salesforce. To do so, follow these steps: 

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  1. Go to Setup and find Partner Telephony Setup [1].

Note: Make sure you have a Salesforce custom domain set on your org.

  1. Click the toggle to enable the Service Cloud Voice [2].
  2. Give users the Service Cloud Voice permission sets: either Contact Center Admin (Partner Telephony) or Contact Center Agent (Partner Telephony).
  3. At this point, a specialist from Talkdesk Support or Professional Services should be aware of your setup process, and be able to assist you  importing the Talkdesk for Service Cloud Voice contact center metadata.

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After the Support or Professional Services specialist imports the Talkdesk for Service Cloud contact center metadata, please proceed with the following steps:

  1. Go to Setup, search for Partner Telephony Contact Centers [3] and select this option.
  2. Click on Talkdesk Contact Center [4].
  3. Then, edit the Country Code prefix you want to use as default.

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  1. To add Salesforce users to the Talkdesk contact center, click on the Add button [5].

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  1. Next, select each user you want to add and click Done [6].

Note: If you don’t see any users on the user selection window above, make sure you added the Service Cloud Voice permission sets, mentioned in step 3, to all the users you want to use this product.

 

Configuring Salesforce Omni-Channel Statuses

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  1. Go to Setup and search for Omni-Channel [1].
  2. Click on Presence Statuses [2] to start creating and editing your Omni-Channel statuses.
  3. Any newly added status should then be mapped to a Talkdesk status, as described in the following section.

Note: The newly created statuses must be added to each user’s profile before it can be applied.

 

Configuring Talkdesk Admin 

By this point, a Talkdesk Contact Center Lightning App should have been created, and you should have access to it. 

Search for Talkdesk Contact Center on the app launcher, open this app and navigate to the Talkdesk Admin tab.

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Note: If you cannot find the app, check if the Talkdesk permission sets were assigned to your user. Please check section 3, “Create the Service Cloud Voice/Salesforce users” for more details.

Follow these steps to configure Talkdesk Admin:

  1. At this point you should get in contact with Talkdesk Support or Professional Services. They will help you upload the OAuth client JSON in the Talkdesk Profile tab. Without a valid OAuth client populated, some features such as presence sync and call transfers will not work. 

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  1. In the next Presence Mappingtab, you should configure the mapping between Salesforce Omni-Channel statuses and Talkdesk statuses.
  2. To do this, for each Salesforce Omni-Channel status select one of the Talkdesk statuses from the drop-downs on the right.

Notes:

  • This configuration step is mandatory. Lack of configuration can result in desynchronized statuses. For instance, if an agent is set as available in Salesforce Omni-channel and set as “on a call” in Talkdesk, that agent will not receive any inbound calls.
  • Click refresh if, during this process, any custom status you created fails to appear in the table.
  • Presence sync is currently unidirectional, from Salesforce to Talkdesk, meaning that changes in Omni-Channel statuses should change to the corresponding status in Talkdesk.

 

Creating a Talkdesk ID Remote Site Setting

At this stage of the setting up process, Talkdesk Support or Professional Services will help you create a remote site setting entry for Talkdesk ID.

 

Configuring the After Call Work Component in the Voice Call Page Layout

The Voice Call record is the center of the SCV interactions, including management of after call work time. Salesforce allows you to configure a timeframe in which after call work can be performed, and during this timeframe the agent’s capacity will be reduced. 

By adding the after call work component to the Voice Call Record page, the agent will be able to mark the after call work as finished before the timeframe elapses and, as such, be free to answer other calls quicker.

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After Call Work can be enabled by following these steps:

  1. Go to Setup and search for Omni-Channel [1]. 
  2. Click on Service Channels [2].
  3. Click Edit [3] in the Phone channel.

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  1. Check the “Give agents wrap-up time after conversations” [4] option.
  2. Input the desirable wrap-up time after conversations (in seconds)[5].
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After this, the After Call Work component must be added to the Voice Call page layout by following the next steps:

  1. Go to a Voice Call record page [1].
  2. Click on Setup [2] and select Edit Page [3].
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  1. While in edit mode, find the After Conversation Work component [4].
  2. Drag and drop the component to the voice call page and click Save.

Notes:

  • If the After Call Work component is not added to the Voice Call layout, the user won’t be able to finish it before the timeout.
  • At the end of the after call work, the capacity of the user should no longer take into account the number of Voice Call records that are open.
  • If After Call Work is not configured, then Salesforce will take the number of open Voice Call records as the measure to evaluate agent capacity occupancy. This information can be seen in the Omni-Channel supervisor app.

 

Configuring the Inbound Call Flow

To be able to receive inbound calls in Talkdesk for Service Cloud Voice, you first need to configure a Studio flow in Talkdesk. This is a required step to ensure the Voice Call record is created before assigning the call to an agent or ring group. 

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  1. Go to Talkdesk and click on the Admin tab [1].
  2. Select Studio [2].
  3. Click the Create flow button [3] to begin creating a new Studio flow.

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The purpose of this flow is to ensure that, when an Inbound call arrives at the Talkdesk Contact center, a Voice Call is created in Salesforce and the call is correctly routed. 

As part of the Assign and Dial component, configurations can be changed to ring the incoming call to multiple or single agents, ring to ring groups or any other functionality of Studio. The flow can use any of Studio’s capabilities, with no limitation regarding Talkdesk for Service Cloud Voice.

If you’re having trouble receiving calls in Talkdesk for Service Cloud Voice Omni-Channel widget, make sure that:

  • Contact center phone number(s) are assigned to the Studio flow.
  • The flow is successfully published without errors.
  • All variables in the flow are properly mapped.
  • The agents receiving the call have their statuses set to available in both the Salesforce Omni-Channel and Talkdesk.

Once the flow is correctly set up, you should start receiving inbound calls through the Salesforce Omni-Channel widget. 

For more information on creating more complex Studio flows, read the article Flows Statuses and Versions.

Note: During the Early Access phase, all the specificities regarding this call flow can and should be addressed by Support or Professional Services.

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