Salesforce Agent Applications

Click the agent application you use

Salesforce Agent Classic (SFA) Salesforce Agent Lightning (SFA)

Screenshot of Salesforce Agent Classic. A dark blue bar at the top, with a grid of gray icons.

This app is opened by clicking the Phone widget at the bottom of Salesforce Classic.

Screenshot of Salesforce Agent Lightning. A status bar. Tabs for Omni, Digital, Schedule, and Alerts.

This app is opened by clicking the Phone widget at the bottom of Salesforce Lightning.
Agent for Service Cloud Voice (SCV) CXone Agent Embedded for Salesforce (CXA-SF)

Screenshot of Agent for SCV. The Phone tab is clicked. Options for Mute, Add Caller, and Keypad.

This app is opened by clicking the Omni-Channel widget at the bottom of Salesforce, then clicking the Phone tab.

Screenshot of CXone Agent Embedded. Top status bar. Interactions listed on the left. Nav icons at the top.

This app is opened by clicking the Phone widget at the bottom of Salesforce Lightning. It is the newest agent application for Salesforce.