CXone Agent for Salesforce

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

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Agent for Salesforce 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 Agent for Salesforce 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 Agent for Salesforce.

Agent for Salesforce offers the following features:

Agent for Salesforce Interface Types

Agent for Salesforce 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 First Omnichannel.
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.