---
title: Service Cloud setup
slug: voice-german/service-cloud-setup
docTags: 
createdAt: 2024-03-19T16:00:13.991Z
---

**The setup with the Interaction Log is no longer supported. The service cloud does not require an additional setup**

In case the service cloud console is used,you can turn on the** Interaction Log** to use the Open CTI.

However, the interaction log has some limitations and the **recommendation is to use the Service Cloud without interaction log** in combination with CTI Data Connector for Salesforce®.

## Configuration using Interaction Log

The Interaction Log can be turned on for Leads, Accounts, Contact etc. in the page layout.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/service-cloud-interaction-log-setup-mod.png)

You have to additionally configure the Call Center Adapter . The following configuration is **mandatory.**

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_0ca9f51f.png" size="84" width="519" height="208" position="center" showCaption="false"}

•*Autosave for incoming and outgoing calls* has to be set to **Y**

•*Autosave unsuccessful incoming / outgoing calls* has to be set to** N**

•*Incoming / Outgoing call - automatically create a Case* has to be set to **N**

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_33eab3b2.png" size="82" width="424" height="435" position="center" showCaption="false"}

The *Call History List* should have 5, maximum 10 entries.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/service-cloud-history.png" size="66" width="333" height="122" position="center" showCaption="false"}

:::hint{type="danger"}
The following limitations have to be considered when using the interaction log

•Autosave unsuccessful incoming and outgoing calls is not possible

•*Incoming / Outgoing call - create activity at start of a call and save automatically* - the activity is **NOT** created at the start of the call be the call is **saved automatically**

•*Incoming / Outgoing call - automatically create a Case *is not possible

•*Automatically open task after end of outgoing / incoming call and save automatically *only works if you press the button *Save Log* while the call is **active**

•The subject line of the task has the be added manually
:::

## Configuration - Display caller info and open record inside Service Cloud console

The service cloud opens a TAB within the same Browser Window. Configure in the SoftPhone layout

•Screen pops open within:*Existing browser window*

•Single-matching record: *Pop detail page*

A TAB within the same Browser Window opens and the complete Lead, Account or Contact details are displayed.