--- title: Service Cloud Console slug: voice/service-cloud-console docTags: createdAt: 2024-03-12T18:18:46.458Z --- You can use **Unaric Voice** within the **Salesforce Service Cloud Console**, with or without the **Interaction Log**. Some setup steps and behavior differ compared to standard Salesforce Lightning pages, especially when using the console view. ## UI In the Service Cloud Console, the **Unaric Voice softphone** is **minimized in the lower-right corner** by default. To open it, click the 📞 **phone icon. **The softphone also opens automatically when a call starts. ![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/MrDhqegj0C-lBR5JNHRR7_image.png "Service Cloud Console - Main Screen") ### Incoming call Calls are displayed in the softphone with a **green frame**. If the caller is recognized: - The **Account** loads in the **primary tab** - The **Contact** and **Case** load in **subtabs** - The softphone automatically displays the contact or account and **assigns it to the call**. ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/zNHvl0jNz3HR20ubHq4eh_image.png" size="48" width="205" height="289" position="center" darkWidth="800" darkHeight="1128" showCaption="false"} ### Outgoing calls Calls are displayed in the softphone with a **blue frame **on the right side of the screen. When dialing from the Account or Contact list view: - The **Account** opens in the **primary tab** - The **Contact** and **Case** open in **subtabs** ::Image[]{src="https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/7tUiioQuCOLHtk_3YWr3D_image.png" size="42" width="216" height="314" position="center" caption="Outbound Call - SoftPhone" darkWidth="800" darkHeight="1163" showCaption="true"} ## Cases integration The Service Cloud Console is often used in environments that rely heavily on cases records, which are used to track and manage **customer issues, inquiries, or requests**. ### How it works You can use Unaric Voice from the Service Cloud Console —as well as Sales Cloud— to: - Automatically create a Case for an **incoming** or **outgoing** call. The case is in *edit mode* and can be canceled if no case should be created. - Display today's Case automatically when the call starts. To automatically create or open a case, it is mandatory that the caller can be identified as a **contact** or **account. **If no record is found, you can **manually select** a contact or account and then the case is created automatically. :::hint{type="info"} This functionality is not available for **Leads.** ::: ### Assign case to calls Use the Assign button to assign the case. ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/service-cloud-case-assigned-mod.png" size="48" width="202" height="348" position="center" darkWidth="202" darkHeight="348" showCaption="false"} If the **Case is saved during the call**, it is **automatically assigned** to the call when the call ends. If the **call ends before the Case is saved**: 1. Save the Case in Salesforce. 2. Click **Save** in the Unaric Voice softphone to assign the call to the Case. If this step is skipped, the call will only be assigned to the Account or Contact, not the Case. ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_d5c48ccc.png" size="62" width="196" height="329" position="center" darkWidth="196" darkHeight="329" showCaption="false"} ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_b3c96e72.png" size="46" width="202" height="523" position="center" darkWidth="202" darkHeight="523" showCaption="false"} ### Outgoing calls When dialing from the account or contact list view, the **account** will load in the** primary tab** while the contact and the case will load in a **subtab**. ::::WorkflowBlock :::WorkflowBlockItem ![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_dabdaa4f.png) ::: :::WorkflowBlockItem ![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_129d6760.png) ::: :::: ### Assignment rules A call activity can be assigned to: - A **Contact and Case** - A **Case only** (no Account or Contact) - A **Contact only** - A **Contact and Account** - An **Account only** :::BlockQuote 🔔 A call can **never** be assigned to an **Account and Case** at the same time. ✅ **Best practice**: always select a **Contact** when assigning a Case. ::: ## Interaction Log The **Interaction Log** is a feature specific to the Service Cloud Console. It allows you to take notes separately from the Unaric Voice softphone. However, due to its limitations, we **do not recommend using the Interaction Log**, since: - Unaric Voice already includes built-in note-taking - The Interaction Log lacks support for record assignment and wrap-up logic :::hint{type="info"} To enable the Interaction Log, see: Service Cloud Setup ::: ### How it works - You can click **Save Log** while the call is active. - Never click **Save & New Log** during a call — use it **after the call ends**. - If* Call Wrap-Up* or* Call Result* options are enabled, select the result before clicking **Save & New Log**. ![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/service-cloud-interaction-log-mod.png) - Automatic logging (e.g., auto-create task) only works if **Save Log** is clicked while the call is active. :::hint{type="warning"} Assignment to records (Account, Contact, Case) is not supported through the Interaction Log. ::: ### Multi-monitor support Unaric Voice supports **multi-monitor setups** in the Service Cloud Console. - You can **pop out** the softphone and move it to another location on the same screen or a separate monitor. - Use the pop-out icon in the upper-right corner of the softphone to drag it freely. ::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/service-cloud-multi-monitor-mod.png" size="48" width="213" height="193" position="center" darkWidth="213" darkHeight="193" showCaption="false"} :::hint{type="info"} You need to enable** Multi-Monitor Support** in the** Service Cloud** setup. :::