What is Service Cloud Voice?

Service Cloud Voice is defined as an integrated telephony solution that combines Salesforce Service Cloud with Voice over Internet Protocol (VoIP) calling. This integration allows businesses to streamline customer service interactions by incorporating voice capabilities directly into the Service Cloud environment.

By utilizing this solution, agents can manage calls, access customer information in real-time, and leverage various features such as call recording, analytics, and integration with customer service workflows. This creates a more efficient and cohesive experience for both agents and customers, permitting better handling of inquiries and improved service outcomes.

The other options don't align with the functionality or purpose of Service Cloud Voice. It is not an independent telecommunications service, nor is it solely focused on text messaging or video conferencing. Instead, it brings together voice communication and customer relationship management in a single platform, enhancing the overall customer support experience.