> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Salesforce Service Cloud Voice: installatiehandleiding voor beheerders

> Beheerdersinstallatie van CloudTalk in Salesforce Service Cloud Voice: Voice inschakelen, permission sets configureren, het contactcenter aanmaken, Trusted…

<Note>
  **Voor Salesforce-beheerders.** Voer deze stappen eenmalig uit om CloudTalk in Service Cloud Voice in te schakelen. Na de installatie kunnen agenten de [handleiding voor Salesforce Service Cloud Voice](/nl/articles/14654473-salesforce-service-cloud-voice) volgen om gesprekken te voeren, te ontvangen en door te verbinden.
</Note>

**Gebruikersniveau**: Admin

***

<h2 id="before-you-start">
  Voordat u begint
</h2>

U hebt het volgende nodig:

* Een Salesforce-org waarin **Service Cloud Voice** beschikbaar is

* **System Administrator**-toegang in Salesforce

* Het **contactcentercertificaat** dat CloudTalk u tijdens de onboarding verstrekt (haal dit nergens anders vandaan)

<h2 id="h_9a9ed9bb04">
  Stapsgewijze installatie
</h2>

<h3 id="h_cd8f8310cb">
  Stap 1: Service Cloud Voice inschakelen
</h3>

1. Open **Setup** en zoek naar **Voice**.

   <Frame>
     <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/8a93a5ba5f7a-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=e681872cc10e5fcb96da36b2eebebe35" alt="" width="350" data-path="images/help-center/articles/16118417/8a93a5ba5f7a-image.png" />
   </Frame>

   <Frame>
     <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/69960c551e6e-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=492d26d53796dea48732376f2e086b75" alt="" width="2208" height="1166" data-path="images/help-center/articles/16118417/69960c551e6e-image.png" />
   </Frame>

2. Schakel de functie in via **Feature Settings > Service > Voice**.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/8e30402ea928-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=23f32d8a4a9b60d8f8d63d7b3be07842" alt="" width="1929" height="166" data-path="images/help-center/articles/16118417/8e30402ea928-image.png" />
</Frame>

<h3 id="h_ee9994972c">
  Stap 2: De Partner Telephony-permission set configureren
</h3>

1. Ga in Setup naar **Permission Sets** en open **Partner Telephony Permission Set**.

2. Open **App Permissions > Edit** en schakel het volgende in:

   * Control Call Recording

   * Salesforce Voice Contact Center Admin (Partner Telephony)

   * Salesforce Voice Contact Center Rep (Partner Telephony)

   * Salesforce Voice Contact Center Supervisor

3. **Save**.

<h3 id="h_38420f4a13">
  Stap 3: De permission set aan gebruikers toewijzen
</h3>

1. Ga naar **Setup > Users > Permission Set Assignments**.

   <Frame>
     <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/943533935625-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=60689272b60e2289c559793863a169cc" alt="" width="1933" height="179" data-path="images/help-center/articles/16118417/943533935625-image.png" />
   </Frame>

2. Wijs **Partner Telephony Permission Set** toe aan elke agent en aan minstens één admin die het contactcenter gaat beheren.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/8957a54d553f-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=6e37d9e65fb7beb019ef46c42a6e6a87" alt="" width="2208" height="1170" data-path="images/help-center/articles/16118417/8957a54d553f-image.png" />
</Frame>

<Warning>
  Het Contact Center-**admin**-recht is vereist om in de volgende stap het contactcentercertificaat te installeren of bij te werken.
</Warning>

<h3 id="h_1a399f18ce">
  Stap 4: Het contactcenter aanmaken
</h3>

1. Open in Setup **Voice > Partner Telephony Contact Centers** en maak een nieuw contactcenter aan.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/2350a6f3f350-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=567a95487155ae190fd2a37bbd951870" alt="" width="2227" height="558" data-path="images/help-center/articles/16118417/2350a6f3f350-image.png" />
</Frame>

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/8bbe1002fb62-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=55035b449c10ba1056b311fd887a5089" alt="" width="400" data-path="images/help-center/articles/16118417/8bbe1002fb62-image.png" />
</Frame>

2\. Voeg het **openbare-sleutelcertificaat van CloudTalk** toe. Plak het volledige certificaatblok, inclusief de regels `BEGIN`/`END`.

```
-----BEGIN CERTIFICATE-----[Paste the certificate CloudTalk provided during onboarding]-----END CERTIFICATE-----
```

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/1792b73a20cb-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=963cf24aa00258f640d54fa2f5675aa4" alt="" width="350" data-path="images/help-center/articles/16118417/1792b73a20cb-image.png" />
</Frame>

3\. Voeg uw agenten toe als **gebruikers** van het contactcenter.

<h3 id="h_9bf1ad5ce0">
  Stap 5: Trusted URLs (CSP) configureren
</h3>

1. Open in Setup **Security > Trusted URLs**.

   <Frame>
     <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/2d10c9915c20-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=025b21ba510c20ca30f9b50a5f087710" alt="" width="2217" height="1137" data-path="images/help-center/articles/16118417/2d10c9915c20-image.png" />
   </Frame>

2. Voeg de CloudTalk-CDN-URL voor uw omgeving toe:

| **Omgeving** | **URL** |
| - | - |
| Productie | `https://cdn.cloudtalk.io` |
| Stage | `https://cdn.stage.cloudtalk.io` |
| Dev | `https://cdn.dev.cloudtalk.io` |

3\. Schakel voor die URL de CSP-directives **connect-src**, **frame-src** en **img-src** in.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/a36541d92435-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=b19d1d07f2223d6e25cc3e0022276996" alt="" width="1965" height="907" data-path="images/help-center/articles/16118417/a36541d92435-image.png" />
</Frame>

4\. Ga naar **Setup > Session Settings > Browser Feature Permissions** en schakel **Include Permission-Policy HTTP header** in.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/2b4316655597-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=1f77a9ae71d64a701d7911cebaab82a4" alt="" width="2220" height="1167" data-path="images/help-center/articles/16118417/2b4316655597-image.png" />
</Frame>

<h3 id="h_0107e91d1b">
  Stap 6: Agentaanwezigheid en Omni-Channel instellen
</h3>

<h4 id="h_ddcbc80e57">
  Een presence-status aanmaken
</h4>

1. Maak in Setup een presence-status **Available** aan.

   <Frame>
     <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/0932237787c8-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=8005d35d02a51dc0a0eb192dfe924ab4" alt="" width="2227" height="484" data-path="images/help-center/articles/16118417/0932237787c8-image.png" />
   </Frame>

2. Ken deze toe via het profiel **System Administrator** (Setup > Profiles > enabled presence statuses).

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/95123dbec75b-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=3cbf88428823187b507957334a9c81bb" alt="" width="3427" height="460" data-path="images/help-center/articles/16118417/95123dbec75b-image.png" />
</Frame>

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/b2564dad8b5b-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=7886e2616bafbd3eaf625a490ddc116e" alt="" width="900" height="668" data-path="images/help-center/articles/16118417/b2564dad8b5b-image.png" />
</Frame>

<h4 id="h_51593d1dbf">
  Agenten toestaan oproepen te weigeren
</h4>

1. Open **Setup > Presence Decline Reasons** en definieer minstens één weigeringsreden.

   <Frame>
     <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/60ef90d68be1-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=fa384c8ec333c66d16a8dacade906974" alt="" width="2255" height="537" data-path="images/help-center/articles/16118417/60ef90d68be1-image.png" />
   </Frame>

2. Open **Setup > Presence Configurations** en schakel het volgende in:

   * Allow agents to decline work requests

   * Allow agents to choose a decline reason

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/d6f1666babcd-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=7416578843d17e0dddb8fd25b47a7a31" alt="" width="2258" height="680" data-path="images/help-center/articles/16118417/d6f1666babcd-image.png" />
</Frame>

<h4 id="h_5a5e35b87d">
  Doorverbindbestemmingen configureren
</h4>

Stel in de presence-/Omni-Channel-configuratie in naar welke profielen en wachtrijen agenten kunnen doorverbinden. Selecteer **alle profielen** en **alle wachtrijen** voor de breedste dekking.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/e2dfbbde4735-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=5cf611515a3abba5106f3c682211de7f" alt="" width="2255" height="897" data-path="images/help-center/articles/16118417/e2dfbbde4735-image.png" />
</Frame>

<h4 id="h_3d55778075">
  Het Omni-Channel-paneel tijdens gesprekken open houden
</h4>

1. Zoek in Setup naar **Service Channels** en bewerk het servicekanaal **Phone**.

2. Vink **Minimize Omni-Channel component when work is accepted** uit.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/e59b82f0425e-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=789aa3733b904e7fa95abdf726193534" alt="" width="2253" height="877" data-path="images/help-center/articles/16118417/e59b82f0425e-image.png" />
</Frame>

<h3 id="h_d1bc9a1cb7">
  Stap 7: De recordweergave aanpassen
</h3>

<h4 id="h_5c6542d793">
  Contactgegevens als koptekst weergeven
</h4>

1. Open **Object Manager > (betreffend object) > Compact Layouts**.

2. Kloon **System Default** en geef het een naam (bijvoorbeeld "Custom").

3. Verplaats **Recipient Contact Info** naar de geselecteerde velden en zet het op de eerste plaats.

4. Sla op, open vervolgens **Compact Layout Assignment** en wijs uw nieuwe layout toe.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/7fc8d6389ea0-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=5c7fcb6af0579aff61ad39c43dd75dd9" alt="" width="2262" height="897" data-path="images/help-center/articles/16118417/7fc8d6389ea0-image.png" />
</Frame>

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/c79f714275e6-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=f23acbb1d492585142684c634536ab04" alt="" width="2258" height="902" data-path="images/help-center/articles/16118417/c79f714275e6-image.png" />
</Frame>

<h4 id="h_0865828f35">
  Gespreksgeschiedenis op het contactrecord tonen
</h4>

1. Open **Object Manager > Contact > Page Layouts**.

2. Voeg de gerelateerde lijst **Voice Calls** toe aan de layout.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/8FCfL6QWpEnHvO8c/images/help-center/articles/16118417/fb37e4df31e2-image.png?fit=max&auto=format&n=8FCfL6QWpEnHvO8c&q=85&s=4914b8e10261729c4e8a6efcbbec5369" alt="" width="2250" height="898" data-path="images/help-center/articles/16118417/fb37e4df31e2-image.png" />
</Frame>

<Tip>
  **Klaar!**

  Agenten die de permission set hebben gekregen en aan het contactcenter zijn toegevoegd, kunnen nu inloggen op de CloudTalk-widget in het Omni-Channel-paneel en gesprekken gaan afhandelen. Verwijs hen voor het dagelijks gebruik naar de [handleiding voor Salesforce Service Cloud Voice](/nl/articles/14654473-salesforce-service-cloud-voice).
</Tip>

***

*Hulp nodig of hebt u een vraag?* Neem gerust contact met ons op via ons [Supportportaal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we staan voor u klaar.


## Related topics

- [Salesforce Service Cloud Voice](/nl/articles/14654473-salesforce-service-cloud-voice.md)
- [Salesforce-contactlijsten in campagnes](/nl/articles/9170735-salesforce-contact-lists-in-campaigns.md)
- [Salesforce configureren](/nl/articles/3368501-configure-salesforce.md)


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