Hello,
We have been using service cloud voice (With AWS Connect). I was asked if agent can take a notes while on the call with customers. I thought SF provides this feature but I guess that is not the case. Any suggestion would be appreciated.
Thank You,
Kajal
Yes, you can take notes while the call is in progress. One approach is to have a Description/Notes field available on the Voice Call record, so the agent can enter the important points and save them with the call.
If typing while speaking with the customer is slowing things down, voice dictation can also be useful. Instead of switching between the call and a separate notes app, the agent can simply speak the notes directly into the Salesforce field.
For Chrome users, I’ve also come across Voice2Force, which adds voice-to-text input directly to Salesforce fields:
