Call Summary for Salesforce CRM - Feature Guide

Overview

CloudCall Call Summary is already available to customers using other supported CRMs such as Bullhorn and Vincere, with core functionality operating as outlined in the CloudCall AI-powered Call summary for CRM - How it works!, where call insights are automatically generated and surfaced within the CRM. The Salesforce Call Summary follows the same underlying approach and design, ensuring consistency across platforms, and is delivered within Salesforce either as a deeplink or as text, depending on the customer’s CRM configuration and settings.

Who Is This For?

• Syncing of Call Summary to Salesforce is available for all CloudCall Softphone users on Windows, macOS, Android, and iOS.

• Call Summary deeplink from Salesforce is available for all CloudCall Softphone users on Windows and macOS.

Key Features

Key prerequisites for Call summarization is that call recording and transcription have to be enabled.

AI-powered call summary and insights in Salesforce CRM

1. Call Summary - This has to be enabled in the Workspace at the Company level and at the User level

2. Auto-generated call summary - Auto-generation of call summary is OFF by Default. Must be enabled at both the Company level and the User-level. This is an option to automatically generate call summary for every call and associate it with the corresponding call activity in the CRM.

3. On-Demand - If Auto generated call summary is not enabled, on-demand call summary can be triggered and call metadata is pushed along with the call summary into the CRM.

4. Sync call to CRM -

   1. When enabled, the View Call summary link is provided in the Salesforce CRM under the contact’s call activity Task as shown in the screenshot below.

   2. Clicking on which will open a call summary text in the Salesforce CRM.

 

 

1. If this is not enable, the call summary details is still available via a CRM deeplink in the Softphone.

2. Call summary insights - In additional to the Call summary details being available in the CRM, users with access to the Workspace can also view the details of the call summary under the call logs.

Key Controls

Same as other CRMs. Please refer CloudCall AI-powered Call summary for CRM - How it works! | Key Functions