How to Troubleshoot Salesforce Service Cloud Voice Omni Channel Login Issue?
Apr 10, 2022
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/downlo
Get Conversation Entries for Voice Call in Salesforce Service Cloud Voice
Jul 27, 2022
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-conversatio
Salesforce SOQL from AWS InvokeSalesforceRestApiFunction Lambda function in the AWS Console
Nov 11, 2022
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
Dec 14, 2022
Blog Post: https://www.infallibletechie.com/2022/10/how-to-setup-quick-connects-in-salesforce-service-cloud-voice.html
InvokeSalesforceRestApiFunction updateRecord from AWS Console
Feb 13, 2023
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 Salesforce
Mar 1, 2023
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
Salesforce Service Cloud Voice Transcription from Amazon Connect
Apr 18, 2023
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
Salesforce Service Cloud Voice Real time Transcription with Amazon Connect
Apr 23, 2023
"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
Change Omni Channel audio for Salesforce Service Cloud Voice
Jun 2, 2023
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-c
InvokeSalesforceRestApiFunction Lambda createRecord method
Jun 16, 2023
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
Jun 21, 2023
"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 Disabled
Jun 22, 2023
Blog Post: https://www.infallibletechie.com/2023/06/salesforce-service-cloud-voice-create-contact-center-is-disabled.html
Create Agent Statuses in Amazon Connect
Jun 27, 2023
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.htm
Find Amazon Connect Agent ARN
Jul 2, 2023
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 Voice
Aug 31, 2023
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
Sep 20, 2023
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
Sep 18, 2023
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 Supervisor
Oct 19, 2023
"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-channe
Pass Custom Fields values dynamically from Amazon Contact to Salesforce
Oct 24, 2023
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.
Find Users status changes in Salesforce Omni Channel
Oct 26, 2023
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 Salesforce Service Cloud Voice
Jan 7, 2024
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
Feb 27, 2024
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
Mar 20, 2024
Blog Post: https://www.infallibletechie.com/2024/03/salesforce-conversation-intelligence-rule-for-voice.html