The primary use case is that agents can make and receive calls without their desktop on the phone itself and can have access to Salesforce records via the SF One App.
Mobile access to calls and records has freed agents’ time but call logs create slowly
What is our primary use case?
How has it helped my organization?
It gives a free hand to agents and saves time for other crucial work.
What is most valuable?
Calling from the phone and ease of support are valuable features.
What needs improvement?
Salesforce voice call records are not created instantly in the system. There is a little scope for improvement in that area.
For how long have I used the solution?
I have used the solution for 0.5 years.
What other advice do I have?
Working and getting advice from the Mobile Connect team and the process around it was spot-on. Ruben Opdenakker particularly was very supportive of our ad hoc requests while we were in our POV stage. He was very prompt, and I recommend Mobile Connect to anyone who's looking to implement a similar use case in their organization.
Mobile workers have managed calls in one place and now need clearer setup guidance
What is our primary use case?
Our primary use case is enabling mobile workers to make and receive calls directly from the Salesforce mobile app while maintaining full integration with customer records. This allows our field technicians and sales representatives to handle both inbound and outbound calls seamlessly while accessing real-time customer data on their mobile devices.
How has it helped my organization?
Mobile Connect has significantly improved our operational efficiency by eliminating the need for workers to switch between multiple applications. The mobile team can now initiate calls directly from Salesforce records, automatically log call activities, and access customer information during conversations.
What is most valuable?
The click-to-dial from mobile app feature enables instant calling from any Salesforce record, and the automatic call logging feature eliminates manual data entry and ensures complete activity tracking. Additionally, the Amazon contact flows are working properly.
What needs improvement?
My only comment is that I would like more comprehensive documentation regarding the implementation process. While the product itself functions well, more detailed implementation guides, best practices, and step-by-step configuration instructions would be valuable for organizations deploying Mobile Connect for the first time.
For how long have I used the solution?
I have been using the solution for 1 month.
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