April 11, 2021

How to prompt agents to link existing Contacts to the Voice Call in Salesforce Service Cloud Voice

 1. Go to Channel-Object Linking in Setup.

2. Click New Linking Rule. Select Phone under Phone tab.


3. Set the linking logic. In my case, I have set Prompt Agent so that Agent can link it.


4. Test it out. Agent should click Review and Link. 

 
Output:
 

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