How to Troubleshoot Salesforce Service Cloud Voice Omni Chan...
3K views · Apr 10, 2022 infallibletechie.com
Client Log Salesforce Service Cloud Voice Omni-Channel Login Issue | Browser side Logs for Salesforce Service Cloud Voice Omni-Channel Login Issues For more detailed steps, please check the following post: https://www.infallibletechie.com/2022/03/download-agent-debug-information.html
Get Conversation Entries for Voice Call in Salesforce Servic...
218K views · Jul 27, 2022 infallibletechie.com
ConversationEntry contains the conversation between the agent and the customer. SOQL and Connect API can be used to get Conversation Entries for a Voice Call record in Salesforce. Blog Post: https://www.infallibletechie.com/2022/07/how-to-get-conversation-entries-for-voice-call-in-salesforce-service-cloud-voice.html
Salesforce SOQL from AWS InvokeSalesforceRestApiFunction Lam...
2K views · Nov 11, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/11/how-to-test-salesforce-soql-from-aws-invokesalesforcerestapifunction-lambda-function-in-the-aws-console.html
Setup Quick Connects in Salesforce Service Cloud Voice
1K views · Dec 14, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/10/how-to-setup-quick-connects-in-salesforce-service-cloud-voice.html
InvokeSalesforceRestApiFunction updateRecord from AWS Consol...
2K views · Feb 13, 2023 infallibletechie.com
In InvokeSalesforceRestApiFunction Lambda, updateRecord method can be used to update records in Salesforce. Blog Post: https://www.infallibletechie.com/2022/11/invokesalesforcerestapifunction-updaterecord-from-aws-console.html
Populate Customer entered values from Amazon Connect in Sale...
6K views · Mar 1, 2023 infallibletechie.com
Store customer input from Amazon Connect can be used to get the customer input and Set contact attributes can be used to populate or pass or store the customer entered values in Salesforce Voice Call Object record. Blog Post: https://www.infallibletechie.com/2023/02/populate-customer-entered-values-from-amazon-connect-in-salesforce-voice-call-object.html
Salesforce Service Cloud Voice Transcription from Amazon Con...
7K views · Apr 18, 2023 infallibletechie.com
To have transcription in Salesforce Service Cloud Voice, the languageCode must be set, "Start media streaming" element should be invoked and finally the "kvsConsumerTrigger" lambda function should be invoked. The kvsConsumerTrigger Lambda function invokes the kvsTranscriber Lambda Function. Blog Post: https://www.infallibletechie.com/2023/04/salesforce-service-cloud-voice-transcription-from-amazon-connect.html
Salesforce Service Cloud Voice Real time Transcription with ...
2K views · Apr 23, 2023 infallibletechie.com
"Real-time and post-call analytics" should be enabled on the "Set recording and analytics behavior" Contact Flow element for real-time transcription in Salesforce Service Cloud Voice with Amazon Connect. If the "Post-call analytics" is enabled, then the transcription will be available on the Conversation component once the call is completed and the sync is completed. Blog Post: https://www.infallibletechie.com/2023/04/salesforce-service-cloud-voice-real-time-transcription-with-amazon-connect.html
Change Omni Channel audio for Salesforce Service Cloud Voice
1K views · Jun 2, 2023 infallibletechie.com
Custom Audio file can be stored in Static Resource and configured in Phone Service Channel or Presence Configuration to change Omni-Channel audio for Salesforce Service Cloud Voice. Blog Post: https://www.infallibletechie.com/2023/05/how-to-change-omni-channel-audio-for-salesforce-service-cloud-voice.html
InvokeSalesforceRestApiFunction Lambda createRecord method
18K views · Jun 16, 2023 infallibletechie.com
In InvokeSalesforceRestApiFunction Lambda, createRecord method can be used to create records in Salesforce. Blog Post: https://www.infallibletechie.com/2022/11/invokesalesforcerestapifunction-lambda-createrecord-method.html
Debug Amazon Connect Flows
8K views · Jun 21, 2023 infallibletechie.com
"Enable Flow logs" should be enabled to troubleshoot and debug end-to-end Amazon Connect Flows. Blog Post: https://www.infallibletechie.com/2023/06/how-to-debug-amazon-connect-flows.html
Salesforce Service Cloud Voice Create Contact Center is Disa...
8K views · Jun 22, 2023 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2023/06/salesforce-service-cloud-voice-create-contact-center-is-disabled.html
Create Agent Statuses in Amazon Connect
713 views · Jun 27, 2023 infallibletechie.com
To create Agent Statuses in Amazon Connect, please use the following steps: 1. Go to your Amazon Connect instance. 2. Select Agent Status option under Users. Blog Post: https://www.infallibletechie.com/2023/06/how-to-create-agent-statuses-in-amazon.html
Find Amazon Connect Agent ARN
4K views · Jul 2, 2023 infallibletechie.com
We can find the Amazon Connect Agent ARN from the Browser Network logs while editing the user from the Amazon Connect User Management. Blog Post: https://www.infallibletechie.com/2023/06/how-to-find-amazon-connect-agent-arn.html
Amazon Connect Inbound Flow for Salesforce Service Cloud Voi...
12K views · Aug 31, 2023 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2023/08/simple-amazon-connect-inbound-flow-for-salesforce-service-cloud-voice.html
Salesforce Service Cloud Voice Callback Flow
6K views · Sep 20, 2023 infallibletechie.com
Callback option on the Transfer to Queue block can be used for Salesforce Service Cloud Voice Callback Flow. Blog Post: https://www.infallibletechie.com/2023/09/salesforce-service-cloud-voice-callback-flow.html
Salesforce Service Cloud Voice Post Call Survey
7K views · Sep 18, 2023 infallibletechie.com
Use "Set disconnect flow" block to call a Flow for Salesforce Service Cloud Voice Post Call Survey. Blog Post: https://www.infallibletechie.com/2023/09/salesforce-service-cloud-voice-post-call-survey.html
View Amazon Real Time Metrics Salesforce Omni Channel Superv...
584 views · Oct 19, 2023 infallibletechie.com
"View Amazon Real-Time Metrics" action in the Supervisor Configuration should be assigned to view the button from the Salesforce Omni Supervisor tab. Blog Post: https://www.infallibletechie.com/2023/10/view-amazon-real-time-metrics-salesforce-omni-channel-supervisor.html
Pass Custom Fields values dynamically from Amazon Contact to...
392 views · Oct 24, 2023 infallibletechie.com
To pass Custom Fields values dynamically from Amazon Contact Center flow to Voice Call Object in Salesforce, Set contact attributes element can be used. Prefix sfdc-API Name of the field should be used the syntax. Blog Post: https://www.infallibletechie.com/2022/03/pass-custom-fields-values-dynamically.html
Find Users status changes in Salesforce Omni Channel
626 views · Oct 26, 2023 infallibletechie.com
SOQL on UserServicePresence can be used to track user status changes in Salesforce Omni-channel. Blog Post: https://www.infallibletechie.com/2022/03/how-to-find-users-status-changes-in.html
Update Amazon Connect username format for users created in S...
5K views · Jan 7, 2024 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/12/how-to-update-amazon-connect-username-format-for-users-created-in-salesforce-service-cloud-voice.html
Omni Channel Flow for routing Salesforce Voice Calls
1K views · Feb 27, 2024 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2023/05/how-to-use-omni-flow-for-routing-salesforce-voice-calls.html
Salesforce Conversation Intelligence Rule for Voice
8K views · Mar 20, 2024 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2024/03/salesforce-conversation-intelligence-rule-for-voice.html