This overview is for administrators. If you're an agent see Salesforce Agent.
Salesforce Agent (SFA) integrates the NICE CXone agent application into Salesforce. This allows your agents to handle interactions directly in Salesforce instead of jumping between applications. You can select one of the three Salesforce Agent user interfaces for your agents to use: classic, classic in lightning, or fully integrated lightning experience.
You must enable pop-ups for Salesforce Agent in your browser.
The Salesforce Agent offers the following features:
- The ability to perform default and custom screen pops on any Salesforce object and any NICE CXone contact channel
A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. - Automatic creation of Task and Activity records in Salesforce that can include any NICE CXone information about the call.
- Click-to-dial from within Salesforce.
- Support for both the classic view and the new Service and Sales Cloud Console view within Salesforce.
Salesforce Agent does not support the RUNAPP Studio action. If your organization develops its own call flow scripts in Studio, make sure your scripters are aware of this.
Salesforce Agent Interface Types
|
Salesforce Agent Interface Type |
Details |
|---|---|
| Fully Integrated Lightning Experience |
The agent experience that is fully integrated with Salesforce Lightning.
|
| Classic |
The original agent experience for the original Salesforce Sales/Service Cloud. Use when:
|
|
Classic in Lightning |
The original agent experience for the original Salesforce Sales/Service Cloud but with a Salesforce Lightning look and feel. Use when:
|