FAQs: PureCloud for Salesforce


Is the subject line for interactions in PureCloud for Salesforce and PureCloud for Zendesk always automatically populated?

Usually. The integrations create subject lines for interactions when the interactions connect. [More]

Is the subject line for interactions in PureCloud for Salesforce customizable?

No. Currently, the subject line is not customizable. Agents can manually override [More]

Do the PureCloud embedded clients allow users to click-to-dial on behalf of a queue?

Absolutely! With PureCloud for Salesforce, PureCloud for Chrome, and PureCloud for Firefox, [More]

When we click View in Salesforce on the Call Log window, why does the page sometimes refresh and sometimes not refresh?

This behavior varies depending on if you are in Sales or Service [More]

How do I add a custom field to my Salesforce pages?

Before you can add a custom field to your Salesforce pages, you [More]

Why aren’t fields appearing on my Salesforce pages?

PureCloud for Salesforce gathers data that you can add as default or [More]

Why isn’t the client appearing in Lightning?

For the client to appear in Salesforce Lightning, change a few settings [More]

Which Salesforce API does PureCloud for Salesforce use?

PureCloud for Salesforce is based on the Salesforce Open CTI APIs, which is [More]