How Do I Add Telephony to Salesforce Service Cloud?
You add telephony to Salesforce Service Cloud either with Service Cloud Voice, Salesforce's own product, or with a CTI app from the AppExchange. Both put a softphone in the Service Console, pop the caller's Contact or Case and log calls. AppExchange CTIs such as 360 CTI install without custom development.
How it works in Salesforce
For support teams, the telephony setup should connect calls to Cases, not just Contacts:
- Install the CTI in a sandbox and add the softphone to the Service Console utility bar.
- Set screen pops to open the caller's open Case, or create a new one.
- Route calls with IVR, skills, queues and sticky agent rules based on Case data.
- Log calls, recordings and transcripts on the Case.
- Report on handle time, first-call resolution and call volume by queue.
Teams choosing Service Cloud Voice should check its licence and telephony requirements; teams choosing an AppExchange CTI should check routing depth, AI features and price per user.
Example
A customer calls about a delivery problem. The IVR recognizes the number, routes the call to the agent who owns the open Case, and the Case opens in the Service Console before the agent answers.
How 360 CTI handles it
360 CTI runs inside Service Cloud with AI call routing, screen pops, monitoring and automatic logging. Read How to Set Up Service Cloud CTI Integration Without Custom Development.
Related questions
Follow-up questions
Do I need Service Cloud Voice to make calls in Service Cloud?
No. AppExchange CTIs also run inside the Service Console.
Can calls be logged on Cases?
Yes. Calls can be linked to the open Case as well as the Contact.
Does Service Cloud telephony need developers?
Usually not. AppExchange CTIs are set up by a Salesforce admin.
See how 360 CTI handles this in your Salesforce org.