This overview is for administrators. If you're an agent see Salesforce Agent.
CXone Agent Embedded is the next-generation agent application available inside Salesforce. It is highly recommended you switch to Agent Embedded.
Salesforce Agent (SFA) integrates the CXone agent application into Salesforce. This allows your agents to handle interactions directly in Salesforce instead of jumping between applications. You can select one of the three Salesforce Agent user interfaces for your agents to use: classic, classic in lightning, or fully integrated lightning experience.
You must enable pop-ups for Salesforce Agent in your browser.
App requirements
Before you can use Salesforce Agent, your CXone system must meet these requirements:
- Confirm that you do not have a namespace defined in your Salesforce org. You typically define a namespace when you use a developer org to create a managed package for distribution. The Salesforce Agent has its own namespace and will not run in an org that has already defined one. If you have one already defined, refer to Salesforce help.
- Ensure you are installing and using Salesforce Agent on a supported platform and in a supported browser.
- If you already have a call center definition named CXone Call Center, rename it before you install the application, because the installation will fail as it tries to create a new call center definition.
- In order to enable the routing of digital contacts, you'll need to enable the API Access permission for agents.
The Salesforce Agent offers the following features:
- The ability to perform default and custom screen pops on any Salesforce contact channel Various voice and digital communication mediums that facilitate customer interactions in a contact center..
- Automatic creation of Task and Activity records in Salesforce that can include any CXone information about the call.
- Click-to-dial from within Salesforce.
- Support for both the classic view and the Service and Sales Cloud Console view within Salesforce.
Salesforce Agent does not support the RUNAPP Studio action. If your organization develops its own call flow scripts in Studio, make sure your scripters are aware of this.
Salesforce Agent Interface Types
|
Salesforce Agent Interface Type |
Details |
|---|---|
| Fully Integrated Lightning Experience |
The agent experience that is fully integrated with Salesforce Lightning.
|
| Classic |
The original agent experience for the original Salesforce Sales/Service Cloud. Use when:
|
|
Classic in Lightning |
The original agent experience for the original Salesforce Sales/Service Cloud but with a Salesforce Lightning look and feel. Use when:
|
Salesforce Agent Classic Product Limitations
-
A/V notifications are currently unavailable for digital channels in Salesforce Agent Classic. However, this feature is available in Agent for Salesforce.
-
Accept/Reject functionality is unavailable for digital channels for Classic. Calls are accepted automatically.