Salesforce Agent for Administrators

This overview is for administrators. If you're an agent see Salesforce Agent.

Salesforce Agent (SFA) integrates the NICE 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.

The Salesforce Agent offers the following features:

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.

  • You use Lightning Salesforce Sales/Service Cloud.
  • You need to support additional channels above voice, such as chat, email, and so on.
  • You need to support Personal Connection.
Classic

The original agent experience for the original Salesforce Sales/Service Cloud. Use when:

  • You use Classic Salesforce Sales/Service Cloud.
  • You need to support additional channels above voice, such as chat, email, and so on.
  • You need to support Personal Connection.

Classic in Lightning

The original agent experience for the original Salesforce Sales/Service Cloud but with a Salesforce Lightning look and feel. Use when:

  • You use Lightning Salesforce Sales/Service Cloud.
  • You need to support additional channels above voice, such as chat, email, and so on.
  • You need to support Personal Connection.

Salesforce Agent Classic Product Limitations

  • A/V notifications are currently unavailable for digital channels in Salesforce Agent Classic. However, this feature is available in CXone Agent for Salesforce.

  • Accept/Reject functionality is unavailable for digital channels for Classic. Calls are accepted automatically.