Add Users and a Softphone to Salesforce Call Center

Learning Objectives

After completing this unit, you’ll be able to:

• Add users to a Call Center.
  
• Add a softphone utility to a Lightning console app.
  
• Locate the softphone in the service console app.
  

Follow Along with Trail Together

Want to follow along with an expert as you work through this step? Take a look at this video, part of the Trail Together series.

(This clip starts at the 24:51 minute mark, in case you want to rewind and watch the beginning of the step again.)

Manage Call Center Users

Before Maria or Ursa Major Solar’s support team can access a softphone to make calls from Salesforce, she must assign users to a call center. This takes less time than calling a cell-phone provider, and it won’t be anywhere near as painful. Plus, since Maria already added a call center to an org, she’s well on her way to hearing ringtones. Here’s how Maria adds users.

1. From Service Setup, enter Call Centers in the Quick Find box, then select Call Centers.
   
2. If an overview page displays, click Continue.
   
3. Click the name of the call center you added to your Trailhead Playground. (If you haven’t yet completed the challenge in the previous unit, go complete it now.)
   
   
   
4. In the Call Center Users related list, click Manage Call Center Users.
   
   
   
5. Click Add More Users.
   
6. Specify search criteria to find agents who should be assigned to the call center. Since you want to use a softphone, let’s enter the criteria of Full Name Contains Your Name. In the example below we use the name John, but you should enter your own name.
   
   
   
7. Click Find.
   
8. Check the box next to your name, and click Add to Call Center.
   

We just assigned you to a call center. Next, we follow Maria as she adds a softphone to the service console app so that Ursa Major Solar’s support agents can begin making and receiving calls from the call center in Salesforce.

Add a Softphone to the Service Console

Maria adds a softphone to the utility bar of the service console app so that it’s easily accessible in the footer next to the console’s other productivity tools. Here’s how she does it.

1. From Service Setup, enter App Manager in the Quick Find box, then select App Manager.
   
   
   
2. Select the dropdown arrow next to the Service Console app and select Edit.
   
   
   
3. Click Utility Items, then click Add Utility Item.
   
4. In Search..., enter Open CTI Softphone and select it.
   
   
   
5. Click Save.
   
6. In User Profiles, make sure that your profile is assigned to the console app. If it’s not, add it and click Save.
   
   
   
7. Click Back.
   

By completing a few simple steps, Maria has added a phone support channel to connect with Ursa Major Solar’s customers. Next, let’s see how to view a softphone.

View a Softphone

Now that Maria has created a call center, assigned users to it, and added a softphone to the service console app, Ursa Major Solar can support customers by phone.

Remember, the softphone is just an on-screen phone. It’s used to make, receive, transfer, and hold phone calls through Salesforce. How a softphone looks and what you can do with it is determined by the Open CTI integration created by a developer or partner; but every CTI integration gives you some sort of softphone.

Viewing a softphone is easy.

1. From the App Launcher, find and select Service Console.
    
   
2. In the footer, click Phone to see the blank softphone. That's it!
   

In the real world, you’d see a softphone designed by a developer, and you could start dialing the phone numbers of your customers.

There you have it—we’ve set up a demo call system that integrates with Salesforce. Sita’s excited that there’s a new, low-effort channel for customers to reach out for help. Now, Ursa Major Solar’s service team can make and receive calls while helping other customers on various channels.

Resources

• Salesforce Help: Adding a User to a Call Center
  
• Salesforce Help: Softphones for Lightning Console Apps
  
• Salesforce Help: Get to Know Your Softphone Features