In this article, we will show you how to use Salesforce together with CloudTalk to easily initiate calls and access customer information.

If you prefer video setup guides, here's an instruction video on Salesforce + CloudTalk - Integration Overview:

Outbound call with click-to-call feature logged as an activity

When logged in your Salesforce account, all numbers will be converted into a clickable format and you can easily initiate calls with a single click. At CloudTalk, we call this the Click-to-Call feature.

Thanks to built-in CloudTalk Phone feature, there's no need to leave Salesforce to initiate calls.

During or after the call, you can add different tags according to your needs. You can write down a note and evaluate the customer's mood or call quality.

After you add necessary information and click Done, the call will be logged as past activity. After clicking the activity detail, you can see all additional information such as call date, duration, and agent's name. Moreover, you can listen to the call recording.

Easily open caller's Salesforce profile before picking up the call

When receiving a call, the customer profile will automatically appear behind the ringing phone. Based on the information stored as notes, files and previous calls, you can provide better and more accurate service.

When the customer wants to discuss the offer you sent him a while ago, you can easily find all the important information in the Salesforce profile.

To categorise your inbound calls and leads, add customised tags during or after the call.

All inbound and outbound call activities get automatically logged into the customer profile in the section past activities.

That includes:

  • agent's name

  • call date

  • duration

  • call recording.

Missed calls & voicemails logged as a case in Salesforce

When having a missed call or voicemail, you can access it in the section cases. If searching for a voicemail is assigned to a specific agent, write the agent's name into Search.

Monitor important metrics to improve team efficiency

You can easily access your CloudTalk Dashboard in Salesforce to monitor and track important metrics, such as average waiting time, service level and call distribution statistics.

You can also always customise the CloudTalk Dashboard according to your needs.

If you need further assistance or have any questions, you can contact our Support Team. We are always here to help you!

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