Service Cloud Voice screen popping for Voice Calls

With the Service Cloud Voice (SCV) phone connected, agents can make and receive calls directly within the Salesforce console. A key feature of this integration is screen popping, which automatically opens relevant records during a call so agents can work more efficiently.

How screen popping works

Once the SCV connection is established, agents can receive inbound calls directly in Salesforce. The screen pop experience follows a specific flow each time a call is received.

Steps

  1. The agent receives an inbound call notification in the Salesforce console.
  2. After the agent accepts the call, a Voice Call record is created in Salesforce.
  3. The Voice Call record automatically opens in the console.
  4. Salesforce then searches for a matching Contact, Lead, or Account based on the caller’s phone number.
  5. If a matching record is found, it is:
    • Linked to the Voice Call record, and
    • Opened in a new console tab for quick access.
Tip: Screen popping ensures agents have immediate access to relevant customer information linked to the Voice Call, helping them respond faster and more effectively during live calls.