The Service Cloud Console requires a special setup within Salesforce. See Salesforce help for detail information.

 

The SoftPhone options in the Service Cloud Console are a bit different in comparison to the standard Salesforce setup.

 

 

- Video - Service Cloud Console

 

 

Main Screen - Service Cloud Console

Using the Service Cloud console, the SoftPhone is hidden in the lower right corner of the window. Click on the icon to open the SoftPhone

 

 

Incoming Call

Incoming calls are signaled in the Salesforce SoftPhone on the right side of the screen. The Lead/Account/Contact details are displayed in a new TAB. For more details of the SoftPhone functionality see Salesforce SoftPhone

 

 

 

 

Interaction Log

The special feature of the Service Cloud Console is the Interaction Log. You enter the phone note in the Interaction Log and not in the SoftPhone. When the phone call ends, the data is automatically saved as an activity.