About PureCloud for Salesforce
The PureCloud for Salesforce integration is a version of PureCloud’s contact center services inside Salesforce.
With the PureCloud for Salesforce integration, there is nothing to install on each user’s computer and nothing to maintain or back up on your servers.
PureCloud for Salesforce works with Service Cloud, Lightning Experience, and Salesforce Omni-Channel.
Get started (administrators)
First review the requirements and purchase appropriate licenses for PureCloud. Then install the integration and configure various settings.
Administrators can configure the integration to use more advanced features.
PureCloud for Salesforce can use PureCloud to run outbound dialing campaigns, show campaign activity, and reconcile campaign and campaign member data in Salesforce.
Routing Salesforce emails
PureCloud for Salesforce can route Salesforce emails that users receive through the Email-to-Case functionality.
Get started (agents)
After the integration is installed, log in and begin to use the client.
From the client, you can access the menu and change your status and phone. The menu allows you to perform common tasks quickly, such as working with active interactions, making calls, or changing settings.
Call controls and basic interaction tasks
Learn about the call controls in the client and how to perform basic tasks on interactions.
Learn what functionality and features you can control or configure in the client.
Call history and user inbox notifications
Quickly view your call history and notifications about various items from the User Inbox in the client. The notifications alert you to tasks and information that require your attention in PureCloud.
Improve customer interactions with visual engagement tools that allow you to view customers’ computer screens or interact with their web browsers.
Supported PureCloud interaction types
PureCloud for Salesforce currently supports call, callback, outbound dialing, chat, email, message, and ACD voicemail interactions. For fuller functionality, run PureCloud alongside the client.
For any problems with PureCloud for Salesforce, browse troubleshooting information about individual issues. Before working with Customer Care, enable server-side logging.