> ## 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: guia de configuração para administradores

> Configuração de administrador da CloudTalk no Salesforce Service Cloud Voice: ativar o Voice, configurar conjuntos de permissões, criar o contact center…

<Note>
  **Para administradores do Salesforce.** Execute estes passos uma única vez para ativar a CloudTalk dentro do Service Cloud Voice. Após a configuração, os agentes podem seguir o [guia do Salesforce Service Cloud Voice](/pt/articles/14654473-salesforce-service-cloud-voice) para fazer, receber e transferir chamadas.
</Note>

**Nível de utilizador**: Admin

***

<h2 id="before-you-start">
  Antes de começar
</h2>

Vai precisar de:

* Uma org do Salesforce com o **Service Cloud Voice** disponível

* Acesso de **System Administrator** no Salesforce

* O **certificado do contact center** fornecido pela CloudTalk durante o onboarding (não o obtenha a partir de nenhuma outra fonte)

<h2 id="h_9a9ed9bb04">
  Configuração passo a passo
</h2>

<h3 id="h_cd8f8310cb">
  Passo 1: ativar o Service Cloud Voice
</h3>

1. Abra o **Setup** e procure **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. Ative a funcionalidade em **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">
  Passo 2: configurar o conjunto de permissões Partner Telephony
</h3>

1. No Setup, vá a **Permission Sets** e abra **Partner Telephony Permission Set**.

2. Abra **App Permissions > Edit** e ative:

   * 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">
  Passo 3: atribuir o conjunto de permissões aos utilizadores
</h3>

1. Vá a **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. Atribua o **Partner Telephony Permission Set** a cada agente e, pelo menos, a um administrador que vá gerir o contact center.

<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>
  A permissão de **admin** do Contact Center é necessária para instalar ou atualizar o certificado do contact center no passo seguinte.
</Warning>

<h3 id="h_1a399f18ce">
  Passo 4: criar o contact center
</h3>

1. No Setup, abra **Voice > Partner Telephony Contact Centers** e crie um novo contact center.

<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\. Adicione o **certificado de chave pública fornecido pela CloudTalk**. Cole o bloco completo do certificado, incluindo as linhas `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\. Adicione os seus agentes como **utilizadores** do contact center.

<h3 id="h_9bf1ad5ce0">
  Passo 5: configurar os Trusted URLs (CSP)
</h3>

1. No Setup, abra **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. Adicione o URL do CDN da CloudTalk correspondente ao seu ambiente:

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

3\. Para esse URL, ative as diretivas CSP: **connect-src**, **frame-src** e **img-src**.

<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\. Vá a **Setup > Session Settings > Browser Feature Permissions** e ative **Include Permission-Policy HTTP header**.

<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">
  Passo 6: configurar a presença dos agentes e o Omni-Channel
</h3>

<h4 id="h_ddcbc80e57">
  Criar um estado de presença
</h4>

1. No Setup, crie um estado de presença **Available**.

   <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. Conceda-o através do perfil **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">
  Permitir que os agentes recusem chamadas
</h4>

1. Abra **Setup > Presence Decline Reasons** e defina pelo menos um motivo de recusa.

   <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. Abra **Setup > Presence Configurations** e ative:

   * 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">
  Configurar os destinos de transferência
</h4>

Na configuração de presença/Omni-Channel, defina para que perfis e filas os agentes podem transferir chamadas. Selecione **todos os perfis** e **todas as filas** para obter a cobertura mais abrangente.

<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">
  Manter o painel do Omni-Channel aberto durante as chamadas
</h4>

1. No Setup, procure **Service Channels** e edite o canal de serviço **Phone**.

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

<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">
  Passo 7: personalizar a apresentação dos registos
</h3>

<h4 id="h_5c6542d793">
  Mostrar a informação de contacto como cabeçalho
</h4>

1. Abra **Object Manager > (objeto relevante) > Compact Layouts**.

2. Clone o **System Default** e dê-lhe um nome (por exemplo, «Custom»).

3. Mova **Recipient Contact Info** para os campos selecionados e coloque-o em primeiro lugar.

4. Guarde e, em seguida, abra **Compact Layout Assignment** e atribua o novo esquema.

<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">
  Mostrar o histórico de chamadas no registo do contacto
</h4>

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

2. Adicione a lista relacionada **Voice Calls** ao 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>
  **Está tudo pronto!**

  Os agentes a quem foi atribuído o conjunto de permissões e que foram adicionados ao contact center já podem iniciar sessão no widget da CloudTalk no painel do Omni-Channel e começar a atender chamadas. Indique-lhes o [guia do Salesforce Service Cloud Voice](/pt/articles/14654473-salesforce-service-cloud-voice) para a utilização diária.
</Tip>

***

*Precisa de ajuda ou tem alguma questão?* Contacte-nos através do nosso [Portal de Suporte](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — estamos aqui para si.


## Related topics

- [Salesforce Service Cloud Voice](/pt/articles/14654473-salesforce-service-cloud-voice.md)
- [Configuração do Einstein Conversation Insights](/pt/articles/8290842-einstein-conversation-insights-setup.md)
- [Implementar a CloudTalk Phone numa frota de dispositivos](/pt/articles/16801942-deploying-cloudtalk-phone-across-a-fleet.md)


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