7 Common Challenges Support Teams Face When Using Salesforce
Summary
Handling voice calls in Salesforce support environments presents challenges mainly due to disconnected telephony systems like Avaya, Cisco, or Microsoft Teams. Without proper integration, agents must switch between platforms, lack customer context at call start, log calls inconsistently, and miss out on real-time transcription and AI insights. Implementing connectors and toolkits, such as the DaVinci Toolkit, seamlessly integrates these phone systems with Salesforce, improving call handling, logging, routing, and reporting. This allows support teams to enhance agent efficiency, gain better performance visibility, and deliver superior customer experiences without replacing existing phone platforms.
Takeaways
- Integrate legacy phone systems with Salesforce to unify voice support workflows.
- Automate call logging to ensure consistent and complete case histories.
- Use real-time transcription and AI to enhance agent responsiveness during calls.
- Align telephony call routing with Salesforce case routing for better customer-agent matching.
- Leverage apps like DaVinci Toolkit to add Salesforce Voice features without replacing phone systems.
Salesforce Support Calls and Where Problems Start Salesforce is built to work well for customers who prefer to communicate by writing. Email, chat, messaging apps, portal requests, and Agentforce conversations fit naturally into the system, so every message can be tracked, linked to cases, and stored with customer records. But what about customers who want to call? Salesforce does support voice through Service Cloud Voice (Salesforce Voice), but it is primarily built to work with Amazon Connect. Many companies, though, run phones on systems like Avaya, Cisco, or Teams. Integrating those takes extra setup, and until it’s done, calls often start outside Salesforce. Insight: A paradoxical situation exists in the area of user support. While 79% of service organizations now use messenger apps for support, 61% of users prefer voice support to get help. For complex issues, the phone often remains the preferred channel even as chat and messaging grow.