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Blog Post:
https://www.infallibletechie.com/2026/03/salesforce-agentforce-contact-center-setup-guide.html
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0:08
Hello everyone. In this video, we are
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going to see how to set up Salesforce
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agent force contact center.
0:18
When Salesforce agent voice was
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introduced,
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first we should have Salesforce service
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cloud voice
0:27
with uh Amazon connect or bring your own
0:30
telephon or your uh bring your own
0:32
Amazon.
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So, so that it can be integrated with
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agent force service agent and then we
0:40
will be able to make use of agent force
0:43
service agent
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in the uh with with the telephon
0:48
provider. But with the agent force
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contact center
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without service cloud voice uh setup for
0:58
example uh with Amazon connect contact
1:01
center configuration or anything with
1:03
anything like that we can easily procure
1:07
a number from Salesforce and then we
1:10
will be able to make outbound calls and
1:12
also we will be able to redirect inbound
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calls to the agent force service agent
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with the help of Salesforce agent force
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contact center.
1:23
The phase one for this uh agent force
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contact center setup is agent and
1:30
routing. First we have to create agent
1:34
force service agent. So this is my agent
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for service agent. I have uh escalation
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uh if there are any issues I wanted to
1:43
transfer it to human agents. So that's
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the reason I have added the standard
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escalation topic. Next I'm making use of
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standard topic general FAQ. With the
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general FAQ standard topic we have
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answer questions with knowledge standard
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action
2:01
for data. I have uh um created agent
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force data library with my Salesforce
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knowledge articles.
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I just tested it with how do I cancel my
2:14
subscription? It was able to fetch the
2:16
right knowledge article and then it was
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able to fetch the data from the data
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library and then it was able to display
2:22
it. So my agent force service agent is
2:26
active and then it is able to respond to
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my queries.
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Okay. The next step is we have to create
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a routing configuration in Salesforce.
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In when you create this routing
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configuration make use of least active
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or most available. Do not use external
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routing.
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Okay. Next, I have created a queue. In
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the queue
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on the supported objects, select voice
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call.
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Whenever you create a queue specifically
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for omni channel, do not add multiple
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objects to it. So, don't try to reuse
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your existing queue. There are so many
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uh routing issues with omni channel if
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we use multiple salesforce objects as
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supported objects in a single queue. So
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try to have
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separate queue uh for separate uh
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objects. So in this uh queue as uh for
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supported objects I have selected only
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voice call.
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Okay. Next is I created two flows.
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This particular omni channel flow will
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play a prompt.
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So the prompt is uh
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welcome to infallible techy. We are
3:54
happy to assist you. Next it will with
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the help of route fork flow element. I'm
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routing it to the agent for service
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agent and the agent for service agent
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name is agent for service agent. So this
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is my agent force uh
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service agent.
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Okay. When you create the variable
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record ID, it is case sensitive. So make
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sure R is in lower case and for ID the I
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is in upper case. I created one more
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omni channel flow
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and I'm making use of the record ID and
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then I have selected the voice cube
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which we created in step number three.
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Okay. So this particular uh
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flow which will route it route to the
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agent force uh service agent is to route
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the voice call the inbound calls to the
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agent for service agent. This particular
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omni channel flow is for escalation
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topic. Whenever there is an issue with
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agent for service agent I don't want to
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miss the calls. I want to route it to
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the agents. So it will route it to the
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voice queue. If the agents are
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available, they will be able to get the
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uh work items in their omni channel
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widget and then they will be able to
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assist the customers.
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Okay. So now two flows are developed.
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Okay. Now the second step is
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user permissions.
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Since you are an admin, since you are
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setting it up, make sure you have agent
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force, contact center, admin, rep and
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supervisor
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permission uh sets assigned to you. Once
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that is done, refresh your browser.
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Go to your Salesforce setup and select
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the communication channels in setup. You
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have to click new number. As of now, it
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is supporting only US or Canada. So you
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have to select either US or Canada and
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then you can select a 10digit long code.
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You will also have an option for
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tollfree. So you can select uh tollfree
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also as an option.
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Next uh click finish.
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Um once you have done this you should
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see numbers tab. In the numbers tab you
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should see the number is live. If the
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number is not live, you have to select
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the number and then you have to click
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refresh number status so that it can set
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the status to live.
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In the same communication channels,
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click new channel button. Click start.
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Select voice.
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Select the flow which you created the
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initial routing to route it to the agent
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for service agent.
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And then you have to click done.
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If you wanted to make use of this number
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for outbound calls so that your service
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representatives can make outbound calls,
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you can uh open that numbers tab. You
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have to click edit to the number you
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procured and then you have to set number
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as the caller line identification for
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outgoing outgoing calls. So there will
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be a checkbox which you have to select
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and then you have to save it.
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Okay. If you wanted to enable call
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recording and transcription in
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Salesforce setup, go to call recording
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and transcription and toggle on turn on
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call recording and also turn on call
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transcription.
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Now go to the communication channels in
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Salesforce setup and then you have to
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activate the number
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so that the number can be actively used.
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So you will click activate button from
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the procure number and then you should
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be able to activate it.
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Next in the Salesforce agent for service
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agent
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you have to add telephoneony uh
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connection so that this particular agent
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for uh service agent will be optimized
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for voice channel also. In order to do
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this you have to first deactivate the
8:29
agent. You have to deactivate the agent
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and uh
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you have to go to connections.
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If you don't see telephoneony, you have
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to click new and then you have to select
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telephon. You should see the inbound
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omni channel flow which we were
8:48
configuring in the
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communication channel setup. Once that
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is done, you should select an omni
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channel for flow for the escalation. So
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this this is the omni channel flow which
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we created to route it to the voice Q.
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Once this is also done,
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activate uh the agent for service agent.
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Make sure the agent for service agent is
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active and also make sure the procedure
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number channel is also active. Once once
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it is done, you should be able to test
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it.
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Let's uh test the agent force contact
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center. So from my phone I am making a
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call to the procured number.
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The agent force agent is active.
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>> We are happy to assist you.
9:55
Hi, I'm an AI service assistant. How can
9:58
I help you?
10:00
>> How do I cancel my subscription?
10:10
>> Getting answers. To cancel your
10:12
subscription, follow these steps. One,
10:15
open your account. Two, click the
10:17
subscription details button on the
10:18
homepage. Three, click the subscription
10:21
number. Four, expand the subscription
10:23
section. Five, click the cancel button
10:25
to cancel the subscription. Your
10:27
subscription will remain active until
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the end of your current billing cycle.
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Refunds are subject to the refund policy
10:33
available on the website. Do you need
10:35
help with anything else?
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>> No, I'm good. Thank you.
10:40
>> You're welcome. Have a great day and
10:42
feel free to reach out if you need
10:44
assistance in the future.
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So we were able to successfully test
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agent force contact center
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as an uh supervisor. I was able to make
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use of command center for service and
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then I was able to see the conversation
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happening between agent for service
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agent and the end customer.
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Please check the video description. In
11:13
the video description, I have shared my
11:15
blog post. From the blog post, you
11:17
should be able to get all the steps we
11:19
discussed in this video for your
11:21
reference.
11:30
I hope it was helpful.
11:42
Thank you for watching.
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