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When you have created a Dial List, assign the list to one or more agents. When an assigned agent requests their next call, Connect assigns the next available Dial Entry to that agent. Connect then calls the customer that the Dial Entry relates to—automatically or when the agent clicks the Dial button—on behalf of the agent.
New features in Connect
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- Connect is now available as home page and console components, so you no longer have to leave your preferred Salesforce home page to use Connect. For information about configuring the components, see Adding Connect to your home page and Adding Connect to Service Cloud. For information about using the new components, see Making calls using Connect.
- Connect is fully compatible with new ContactWorld features, such as call logging in task records. For information about configuring and using call logging in Connect, see Configuring disposition codes (call actions) and Adding notes during a call in Connect.
- You can now use Connect in Salesforce Console. For information about configuring and using Connect in Salesforce console, see Adding Connect to Service Cloud and Using Connect in Service Cloud.
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