MeshMesh from Salesforce
Service Cloud · Partner Contact Center

Diagnose Service Cloud Voice Issues

Find out why Service Cloud Voice calls fail to route, link to the wrong record or pop the wrong screen, then fix the setup. Much of the work happens while building or repairing voice demos.

61 tasks
Method

How MeshMesh does it

  1. Checks that the org is ready: edition, Data 360, bots and Knowledge. It flags field-name traps along the way.
  2. Inspects the voice channel setup: phone number, session handler, active status, routing type, target and fallback queues, and routing configuration. It writes up a diagnostic report.
  3. Corrects voice screen pop and VoiceCall record linking.
  4. Deploys and iterates on Agentforce topics, actions, flows and Apex handlers for the voice scenario.
  5. Builds Conversation Intelligence rules, Next Best Action recommendations and a FlexiPage widget for the agent console.
  6. Hands back a demo reset service and talk track. Live call checks stay open for a human.

Related next steps: Configure Contact Center Telephony and Diagnose Voice Call Intelligence.

Products

Products and features it works with

Bars show how many of this capability's tasks touched each product.

  1. 1Partner Contact CenterService Cloud60 tasks
  2. 2Lightning Open CTIService Cloud7 tasks
Features
Partner Contact Center

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