Use Address Books in Salesforce Agent

Using address books in the Salesforce Agent (SFA) interface increases efficiency and accuracy by offering quick access to commonly used names, phone numbers, and email addresses. Dynamic address books can add value by displaying the current statuses of contacts.

The Address Book in Salesforce Agent, with tabs for Agents, Skills, Address Book (for customer contacts), and History.

  1. Click Address Book (indicated by a book with a person icon).

  2. Using the drop-down, choose an address book.

  3. Use the Search feature to find a contact, or sort by first name, last name, or when using a dynamic address book, by status.

  4. Click on a contact to view their information.

  5. Initiate a call or an email by clicking an option within the contact's information:

    • Cell phone

    • Email

    • Office or main phone