This overview is for agents. If you're an administrator see CXone 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 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:
- The ability to perform default and custom screen pops on any Salesforce object and any CXone 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 new Service and Sales Cloud Console view within Salesforce.
- The ability to view your IEX WFM schedule within Salesforce.
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:
|