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How to Set Up Azure as a 3rd-Party IdP for Amazon Connect (From Salesforce Service Cloud Voice)
In Service Cloud Voice, Salesforce is the default IdP for Amazon Connect. You can override it with Azure AD so agents log into Salesforce as usual but authenticate to Connect via Azure by enabling seamless SSO.
Published on - 9/2/2025 Read More
Turn Voice Into Action: Using Conversation Intelligence Rules to Drive Next Best Actions in Salesforce
Show real-time suggestions to agents in Salesforce when customers say keywords like “escalate” or “happy” during calls! Use intelligence signals + flows + emojis to boost productivity and experience.
Published on - 7/31/2025 Read More
How to Send AI-Generated Post Contact Summaries from Amazon Connect to Salesforce
Send AI-generated post-call summaries from Amazon Connect to Salesforce by enabling Contact Lens, using a Lambda to push data to a custom Apex REST endpoint, and storing it on the VoiceCall object.
Published on - 7/30/2025 Read MoreAdvertisement
Smart Routing in Agentforce: Escalate Conversations Only When Agents Are Available
To ensure a smooth customer experience, Agentforce can check agent availability before escalation. If no agents are online, it can offer to create a case for the customer instead.
Published on - 7/8/2025 Read More
Capturing Pre-Chat Inputs in Messaging for In-App and Web: Auto-Updating the Messaging End User Record via Flow.
Pre-chat inputs help personalize the chat experience by collecting details like the Username/Language before the conversation begins. In Salesforce Messaging for In-App and Web, we can collect this information and update the MEU records.
Published on - 7/8/2025 Read More
Setting Up Einstein Service Replies with Messaging in Salesforce.
Einstein Service Replies leverages generative AI to suggest relevant, personalized responses to support agents, enhancing productivity and customer experience. In this blog we will discuss how to set it up and what are the prerequisites.
Published on - 7/8/2025 Read MoreAdvertisement