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Topics#Salesforce DeveloperFrage von Ali Azam
Ali Azam (iOPTIME) fragte in #Salesforce Developer
Gestern 05:50

Zoom Phone, RingCentral, and Agentforce Support in Experience Cloud

Hi everyone,

I’d like to understand whether Zoom Phone, RingCentral, and Agentforce (including Prompt Builder) can be integrated with or used within Salesforce Experience Cloud.

Specifically, I’m looking for information on the following:

  1. Zoom Phone: Can Zoom Phone be integrated with Experience Cloud for making and receiving calls? Are features such as click-to-call, call logging, and CTI supported for community users?
  2. RingCentral: Does RingCentral support integration with Experience Cloud? If so, what calling and telephony features are available to external or community users?
  3. Agentforce and Prompt Builder: Can Agentforce agents be deployed within an Experience Cloud site? Can prompts created using Prompt Builder be used by community users, and what are the available options and limitations?
  4. Licensing requirements: What Salesforce licenses, Experience Cloud licenses, Agentforce licenses, or third-party subscriptions are required to enable these features?
  5. Configuration and limitations: Are there any additional setup requirements, supported integration approaches, permissions, or known limitations to consider?

If anyone has implemented these solutions, I’d appreciate details about the recommended approach, licensing costs or requirements, and any practical experience or documentation you can share.

Thanks in advance! 

 

#Salesforce Developer #Salesforce Admin #Agentforce #Salesforce #TrailblazerCommunity #Sales Cloud    #Experience Cloud #Digital Experience #Lightning Experience

2 Antworten
  1. Vishal Soni (MIDCAI CONSULTING)
    30. Okt., 01:31

    Hi @Ali Azam

     

     

    Here’s what I’d go with based on what I’ve seen or read so far:

    Zoom Phone and RingCentral: both connectors are built on Open CTI, which is designed for internal users in Lightning apps (the softphone in the utility bar). As far as I know, Experience Cloud sites don’t support the Open CTI softphone. So for community users you’re usually looking at: 

    • Simple tel: click-to-call links.
    • The vendor’s web or embed SDK wrapped in an LWC, with call logging done through Apex or the vendor’s API. 

       Either way, confirm with Zoom and RingCentral, since their packages are licensed for internal users.

     

    Agentforce: yes, a service agent can be deployed to an Experience Cloud site through Messaging for In-App and Web (Embedded Service). This is the cleanest supported path. 

      

    Prompt Builder: I wouldn’t expose it to external users directly. Invoke the prompt template from Flow or Apex behind an LWC or an agent action, and control what data goes into the prompt. Watch sharing, FLS and PII for external users. 

      

    Licensing: you’ll need Experience Cloud licenses (Customer or Partner Community), Agentforce consumption (Flex Credits or per-conversation pricing), Data Cloud provisioned for Agentforce, and separate Zoom or RingCentral subscriptions. I suggest connecting with your AE to confirm current pricing, as it changes often.