About PureCloud for Salesforce


The PureCloud for Salesforce integration is a version of PureCloud’s contact center services inside Salesforce. 

Warning: Do not run different versions of the PureCloud embedded client (PureCloud for Salesforce, PureCloud for Zendesk, PureCloud for Chrome, PureCloud for Firefox, or PureCloud Embeddable Framework) side by side. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionality.

Overview

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.


Salesforce experience

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.


Advanced setup

Administrators can configure the integration to use more advanced features.


Campaign management

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.


Client interface

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.


Basic functionality

Learn about the call controls in the client and how to perform basic tasks on an interaction.


Advanced functionality

Learn how to perform more advanced actions inside the client. (Some of these items are only available to agents if administrators configure them.)


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.


Troubleshoot

For any problems with PureCloud for Salesforce, browse troubleshooting information about individual issues. Before working with Customer Care, enable server-side logging.