Salesforce Agent

This overview is for agents. If you're an administrator see Salesforce Agent for Administrators. Salesforce Agent supports the current version and the two previous versions of the agent.

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Salesforce Agent (SFA) integrates the NICE CXone agent application into Salesforce. This allows you to handle interactions directly in Salesforce instead of jumping between applications. Your administrator can select one of the three Salesforce Agent user interfaces for you to use: classic, classic in lightning, or fully integrated lightning experience.

A comprehensive product training video is available for those who are new to Salesforce Agent.

Salesforce Agent offers the following features:

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.
  • You need to support interactions on digital channels such as Facebook, Instagram, or WhatsApp using Digital Experience.
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.