Service Cloud Voice: Unifying Telephony and CRM in Real Time

By Christine Marshall

Salesforce has announced general availability of Service Cloud Voice. This highly anticipated feature was given the spotlight at Dreamforce 2019 and according to Salesforce is set to “unify voice calls, digital channels and CRM data in real-time, for the first time.”

That’s a big statement, so in this article we’ll explore exactly what Service Cloud Voice has to offer, and how you can get your hands on it.

Why Service Cloud Voice?

Let’s start with the why: why should you be excited about Service Cloud Voice and what problems will it solve?

We live in a digital age where on average a customer will interact with a company using 10 different channels or “touch points”. As customers, we demand a seamless, consistent service regardless of the channel, placing a huge amount of pressure on companies who are scrambling to modernise their service centres inline with our needs. Companies are investing in digital transformation, and while we’ve seen huge strides in the integration of email, chat and social media, voice has lagged behind.

That’s despite voice being the second most popular channel to access support, with 95% of companies offering phone support and 93% of customers using it.

Source: State of Service Report

What is Service Cloud Voice?

Service Cloud Voice will bring together telephony, digital channels and CRM data in one unified console so agents can deliver an efficient and proactive service.

Service Cloud Voice offers many benefits and features:


Integrate telephony so agents work on a single, centralised console, removing the need to toggle between different tools or multiple screens.

Source: Solve phone cases faster and smarter with Service Cloud Voice

Boost productivity (with the Amazon Connect Integration)

As well as the time saved by removing the need to switch between tools, Service Cloud Voice has automatic transcription capabilities, so no more manual note taking or typing up notes after a call! This feature is provided via Amazon Connect integration.

Utilise the power of Einstein

Real-time call transcription enables Einstein to support agents with recommended solutions and next best actions.

Source: Solve phone cases faster and smarter with Service Cloud Voice

Proactive and personalized experience

Service Cloud Voice provides a complete 360 degree view of each customer so agents are able to resolve queries quickly and proactively. With the information they need at their fingertips, agents can be assured they have everything they need to provide the best customer support possible and exceed expectations.

Source: Solve phone cases faster and smarter with Service Cloud Voice

Training and coaching

With integrated telephony, managers can monitor calls in real time and provide support and coaching.

All these fantastic features combine to reduce average call handling time and improve both the customer and agent experience.

When and How Can I Get Service Cloud Voice?

Service Cloud Voice is available now to Service Cloud customers using Lightning, on Enterprise, Performance, and Unlimited Editions.


  • Voice is not available in Classic
  • Voice is not available on Salesforce Mobile
  • Voice is only supported on Google Chrome and Mozilla Firefox web browsers

Useful Resources

Service Cloud Voice

Salesforce Help: Service Cloud Voice

Service Cloud Voice Demo Video:

The Author

Christine Marshall

Christine is the Courses Director at Salesforce Ben. She is an 11x certified Salesforce MVP and leads the Bristol Admin User Group.


    Andy White
    January 31, 2022 11:47 am
    Where can I get training for (advanced) Service Cloud Voice. I've done a few projects which went well but they're getting increasingly complex. For example, pulling out Contact information and using that in a Contact Flow, then using this to route the contact to queues (based on Salesforce Data) and then updating records (such as Case or Order).
    Christine Marshall
    January 31, 2022 4:54 pm
    Tough question Andy. From my research, apart from Trailhead, I haven't been able to find much other training material. Perhaps reach out to your SF Account Exec who might have more info?
    jason spencer
    July 25, 2022 9:05 pm
    Salesforce offers a live Zoom Call session prepping you for the accreditation. Session is titled "Prepare for Service Cloud Voice AP Credential".
    Scott Manley
    January 17, 2023 10:23 pm
    Unifying everything but mobile. Does anyone know if you can link up the Amazon Connect SIP instance that is used for voice with another mobile SIP client or Amazon Chime App?

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