Create a New Case in Salesforce During Call
Agents can create and link any Salesforce record - including Cases, Leads, or custom objects - directly from the SoftPhone while on a call. They can also trigger flows, such as lead qualification, to streamline and automate support or sales processes in real time.
Case Creation Without Switching Tabs
Unaric Voice allows agents to create a new Salesforce Case during a live phone call - without leaving the SoftPhone.
Whether it’s an inbound support request or a follow-up conversation, agents can launch the case creation screen with just a few clicks.
The caller’s record is automatically linked, and once the case is saved, it’s assigned to the call. This reduces manual effort, improves accuracy, and accelerates resolution time.
Integrated with Service Cloud
For teams using Salesforce Service Cloud, Unaric Voice fits seamlessly into the console experience.
When a recognized caller contacts support, their Account and Contact load in the primary and sub-tabs, and the agent can instantly create a Case tied to that session.
If no Case is needed, the agent can cancel the draft before saving. This intelligent integration helps support teams maintain focus while handling multiple interactions.
Auto-Assignment and Context
Once saved, the newly created Case is automatically linked to the call activity.
This ensures the conversation is documented and easily accessible from both the Case and the associated contact.
Even if the Case is saved after the call ends, Unaric Voice allows the agent to go back and link the interaction - ensuring nothing is lost. This workflow is especially useful for escalation, quality assurance, and cross-team collaboration.
Streamlined for Recognized Callers
Case creation is only enabled when the caller is identified as a Contact or Account in Salesforce. This ensures clean data and proper case routing.
If the caller isn’t recognized, the agent can create a new Contact first, then proceed with creating the Case. This structured approach keeps your records accurate and avoids orphaned cases in Salesforce.
