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Symphony for Salesforce
Symphony for Salesforce
by RingCentral

Empower your Salesforce system with Symphony communications capabilities and create a more collaborative CRM experience.

Symphony for Salesforce

Let Symphony for Salesforce enhance your CRM and Service Management experience by automating workflows, increasing call efficiency and improving the quality of customer interactions. The integration works in both Sales Cloud and Service Cloud. Symphony for Salesforce lets you make and receive calls directly from your Salesforce account. You can now schedule Symphony Video meetings, in addition to quickly assigning call dispositions, logging calls, taking notes and more, without jumping back and forth between applications.

Available for Salesforce Classic or Salesforce Lightning. Applicable for both Sales Cloud and Service Cloud.

What's New:

Custom Objects: Objects matched in the "Related To" field of a call log are no longer limited to Account, Opportunity, or Case. Admins now have the flexibility to create custom objects that are key to their organization's business processes, auditing and/or reporting.

Installation Made Easy: Now introducing an install wizard that will take the admin through a series of simple steps to configure the integration in 7 simple steps.

  1. Create a call center from the wizard
  2. Add and assign users to the call center from the install wizard
  3. Configure advanced features
  4. Easily manage access to reports, mobile features and recording link from the wizard

Key features:

  1. In-App Calling: Now using WebRTC technology, leverage Symphony calling capabilities like call controls, inbound, and outbound calls without ever navigating away from Salesforce.
  2. Symphony Video: Now working seamlessly with Symphony Video. View your Symphony Video meetings in your Salesforce calendar. Configure your meeting settings within Salesforce.
  3. Symphony Unified App: Users can now make and receive calls from the Symphony unified app. No need to download the Symphony phone app.
  4. High Velocity Sales (HVS): By powering the telephony side of a sales cadence we allow sales reps to click-to-call right from their work queue and log them with a HVS disposition to move your sales cadence forward. Only available for Salesforce Lightning. 
  5. Performance reporting: View a complete dashboard of your team’s performance. Now you can edit and customize the Symphony Analytics data as a native Salesforce report through our Cloud Phone Report.
  6. Click-to-call: Place calls from within Salesforce by clicking on any phone number, saving time and improving call efficiency.
  7. Instant screen pop-up: Incoming calls trigger screen pops with 360° view of the caller enabling quality interactions.
  8. Call logs: With advanced features such as offline call logging and multi-call log option, agents can address the most important tasks first.
  9. Schedule meetings: Seamlessly schedule Symphony Video meetings from Salesforce.
  10. Integrates with the Salesforce app: Reach out to customers on the fly by calling or texting right from Account, Contact, or Lead tabs.
  11. Access from anywhere: Connect on both Windows® and Mac®, using any popular browser.
  12. Work the way you want: Work in Salesforce Classic or Salesforce Lightning UI.

App Scope and Permissions

When authorized, this app will be granted the following permissions:

PermissionDescription
Read MessagesView message store data, including SMS, fax, voicemail, etc.
ContactsView, create, update and delete personal address book contacts
Read AccountsView user account information, e.g. name, business name, and contact info
MeetingsCreate, view, update and delete meetings
Telephony SessionsControl advanced telephony session features
Ring OutPerform two-legged ring out phone calls
SMSSend and receive SMS/MMS messages
VoIP CallingRegister VoIP-enabled devices, and make and receive VoIP calls
Internal MessagesSend, and edit intra-company text messages
Read Call LogView user call log records
Edit MessagesView and update message store data, including SMS, fax, voicemail, etc.
Edit PresenceView and modify user presence status