Amazon Connect: Beyond the Basics: Salesforce Service Cloud Voice

This small group, interactive workshop series offers an opportunity to take your Amazon Connect skillset to the next level. In this technical series, we'll dive deep into some advanced features of Amazon Connect, for those already familiar with the basic Amazon Connect services.

This 2-hour virtual workshop covers core concepts related to the provisioning, configuration, and management of Salesforce Service Cloud Voice. This session will include:

• A general knowledge of Service Cloud Voice feature offering
• A high-level overview of administration within Service Cloud Voice
• Detailed administration of contact flows within Service Cloud Voice to perform transcription within case records, linking new or existing case records and passing data from the IVR to Salesforce

This small-group interactive workshop will provide some insight into this new functionality and enable you to start your own testing and learning experience.