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CRM & sales

Salesforce Service Cloud

Connect Salesforce Service Cloud so your agent can open cases and look up customers on live calls.

Connect Salesforce Service Cloud to AgentCalls and your voice agent works inside the cases and customer records you already keep. During a call it can find a customer, check the status of an open case, open a new case from what the caller describes, and add a note for your team. Calls are logged against the right record, so your service staff pick up with full context. Connection uses your own Salesforce credentials from the tool's settings, and you control what the agent can access.

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What your agent can do with Salesforce Service Cloud

  • Find a customer or contact by phone number or name during a call
  • Check the status and history of an open case and read it back to the caller
  • Open a new case from the caller's description and route it to the right queue
  • Add call notes and a summary to the customer record after every call
  • Log outbound follow-up calls against the case so nothing gets missed

Salesforce Service Cloud exposes 22 actions. You choose which ones the agent may use and whether each runs during or after the call.

Example calls

Checking on an open case

  1. Caller

    Hi, I'm calling about my order. I opened a case last week, the reference should be under Daniel Reyes.

  2. Agent

    Thanks Daniel. I found it. Case 00412automatically... 00412 is with our shipping team and was marked in progress yesterday.

  3. Caller

    Do you know when it will be resolved?

  4. Agent

    The team has noted an expected delivery update by Thursday. I've added your call to the case so they will see you asked.

Opening a new service case

  1. Caller

    The warranty on my heater ran out but it stopped working, and I need someone to look at it.

  2. Agent

    I'm sorry to hear that. Can I take your name and the model number so I can open a case for you?

  3. Caller

    It's Priya Shah, model HX-220.

  4. Agent

    Thanks Priya. I've opened a case for the HX-220 and sent it to the repairs queue. A technician will call you within one business day.

Outbound follow-up after a repair

  1. Agent

    Hello, this is calling from the service team for Mark Okafor. Is now a good time to confirm your repair was completed?

  2. Caller

    Yes, it's working fine now, thank you.

  3. Agent

    Good to hear. I've logged your confirmation on the case and closed it. Have a great day.

How to connect Salesforce Service Cloud

  1. 1

    Create your agent

    Sign up to AgentCalls, pick an English or Arabic voice and write what the agent should know and do in plain language.

  2. 2

    Connect Salesforce Service Cloud

    From Integrations in the dashboard, choose Salesforce Service Cloud and enter the connection details from your Salesforce Service Cloud account settings.

  3. 3

    Choose the actions

    In the agent editor, enable the Salesforce Service Cloud actions the agent may use and set each to run during the call or afterwards. Then test it from your browser.

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Questions, answered.

Does the agent work with Salesforce during the call or after it?

Both. During a call your agent can look up customers and cases and open new ones. After the call it adds notes and a summary to the matching record.

What do I need to connect Salesforce Service Cloud?

A Salesforce account with access to Service Cloud. Sign in from the AgentCalls dashboard and enter your credentials from the tool's settings. You can limit what the agent is allowed to read and change.

Which plan includes this integration?

Integrations, including Salesforce Service Cloud, are included from the Growth plan.

Page drafted from the tool's public description and reviewed automatically for accuracy of claims

Put your agent to work with Salesforce Service Cloud.

Connect in minutes, test from your browser, go live on a number in the US, UK or Gulf. Free to start, no card needed.

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