• views: 141
• date: 20 August 2026
• posted by: voska89

What you'll learn

⚡ Provision and set up a Salesforce Coral Cloud SDO (Simple Demo Org) from scratch.
⚡ Understand Agentforce architecture comparing the Atlas Reasoning Engine vs traditional IVR.
⚡ Build custom Service Agents, Excursions Subagents, and Autolaunched Flows for Agentforce.
⚡ Configure Telephony settings, Voice channels, Pronunciation Dictionaries, and Cost Controls.
⚡ Design Omni-Channel routing strategies and build escalation paths to human agents.
⚡ Perform complete end-to-end live testing of an AI-powered voice agent contact center.

Requirements

❗ Basic understanding of Salesforce Administration and platform fundamentals.
❗ Familiarity with Salesforce Flow builder (helpful, but step-by-step guidance is provided).
❗ A computer with an internet connection (access to a free Salesforce Partner SDO account will be covered in Lesson 1).

Description

Welcome to the ultimate hands-on guide to building next-generation AI Voice Agents on the Salesforce platform!
In this comprehensive, practical course, you will learn step-by-step how to design, configure, test, and deploy an end-to-end voice-enabled AI contact center agent using Salesforce Agentforce Voice and the Coral Cloud Resorts Simple Demo Org (SDO).
Whether you are a Salesforce Administrator, Developer, Technical Architect, or Consultant, this course will equip you with the practical skills needed to extend Salesforce Service Cloud into an intelligent, conversational voice channel.
What you will learn in this course
• Environment Setup: Request, provision, and configure a dedicated Salesforce Partner SDO (Coral Cloud Resorts Edition).
• Platform Architecture: Understand the core architecture differences between traditional decision-tree IVR systems and the modern Salesforce Atlas Reasoning Engine.
• Agent & Subagent Creation: Build autonomous Service Agents and Excursions Subagents capable of handling complex customer inquiries.
• Logic & Flows: Create robust Autolaunched Flows and wrap them into Custom Agent Actions with correct permission assignments.
• Telephony & Voice Configuration: Set up voice channels, telephony connections, pronunciation dictionaries, and cost boundaries to prevent billing overruns.
• Advanced Routing & Escalations: Configure Omni-Channel Flow routing to prioritize human agents and design seamless escalation handoff paths.
• Live End-to-End Testing: Execute live voice test scenarios, evaluate agent reasoning, and troubleshoot common configuration issues.
By the end of this course, you will have built a fully functional, production-ready Salesforce Agentforce Voice solution from scratch!

Who this course is for

⭐ Salesforce Developers, Administrators, and Technical Architects wanting to implement AI Voice Agents.
⭐ Service Cloud and Contact Center specialists looking to modernize telephony with Salesforce Agentforce.
⭐ AI & Automation Consultants eager to master Salesforce's latest Atlas Reasoning Engine and Voice stack.

Homepage

https://www.udemy.com/course/salesforce-agentforce-voice-ai-voice-agents-telephony

   
   
   

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