The Salesforce playbook for call centers.
The contact center is where AI is hitting hardest right now. Agentforce and conversation AI are deflecting routine inquiries; AI is in real-time coaching mode for human agents; and the cost-per-contact math is being rewritten.
- 12 chapters
- 5 day-to-day workflows
- 4 products in depth
- 7,362 words
What's inside.
Written by our Salesforce consultants for call centers. Read it start to finish or go straight to the chapter you need.
Salesforce for call centers: where it pays off
6 patterns that work for call centers, and the platforms we connect.
The problems Salesforce has to solve
The 6 problems a design has to solve, and 4 methods we use on them.
A week in Salesforce: the workflows that matter
5 day-to-day workflows to test any design or demo against.
The Salesforce products, in depth
Salesforce Service Cloud, Salesforce Agentforce, Salesforce Data 360 (Data Cloud), Tableau: capabilities, when each fits, and buyer questions.
How to roll it out
4 first decisions, plus step-by-step rollout plans for the main products.
The systems to connect
18 systems call centers most often connect to Salesforce.
Compliance and governance
6 obligations to design for from the start.
What to measure
13 measures, with a baseline worksheet.
Mistakes to avoid
The errors we are most often called in to fix, and what to do instead.
Questions teams ask
5 questions call centers ask before and after go-live.
Results from our projects
6 results from Abstrakt Solutions projects.
Next steps
Free assessments and how to reach a consultant.
Two of the workflows inside.
What call centers actually do in Salesforce when it is set up well. The playbook covers 5, plus rollout plans, metrics and mistakes to avoid.
Get the full playbook →- Inbound call with screen popA call arrives through Salesforce Voice, and the softphone in the console matches the caller's number to a contact, opening their record and recent cases before the agent says hello. If no match exists, a search or new-contact prompt appears. The agent verifies identity using fields on the record rather than a separate system.
- Live transcription and guidanceAs the conversation unfolds, the transcript appears in the console. Keywords in the transcript can trigger recommended actions or knowledge articles in the agent's sidebar, such as a returns flow when the customer mentions a damaged item. Agents act on suggestions with a click instead of navigating menus while keeping the customer on the line.
Who wrote it.
Abstrakt Solutions is a Salesforce Select partner based in St. Louis, with 108 Salesforce certifications and a 4.95 out of 5 rating from 92 reviews on Salesforce AgentExchange (formerly AppExchange).
