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Salesforce Integrations Comparison Matrix

This matrix is intended to provide an “at a glance” comparison of features available across our Salesforce integration products. It is not intended in any way to replace full product documentation. That documentation will have important details about prerequisites, constraints, or other factors which may affect the availability of a feature. In the event of any discrepancies between the full product documentation and this chart, then the full product documentation should be considered the accurate source.

Some of the items in this matrix are indicated as roadmap items that will be available in the future. The roadmap is based on our current planning and resourcing, but it is ultimately subject to change. Customers' purchasing decisions should be based on currently available features.

This matrix describes CIC for Salesforce only. Although, CIC for Salesforce and PureCloud for Salesforce share a common code base, they are separate products with separate feature sets. Please do not assume that features in one are available in the other.

Matrix Legend

  • YES - This feature is available.
  • ON ROADMAP - This feature is not presently available.  We currently plan for this feature to be available in the future.
  • ROADMAP? - This feature is not presently available.  We currently are unsure of the customer demand for this feature.  If a feature is in this status and you or your organization is interested in this feature, then please click on the icon to see the corresponding idea in the ideas.inin.com site, vote for it, and add your comment.
  • NO - This feature is not presently available.  We currently do not expect to have this feature in the future.

Note: Salesforce Web edition integration was last released in CIC 2017 R1 and will no longer be updated. See the Legacy Salesforce Integrations help​ for details.

Feature

Salesforce Web

PureConnect for Salesforce

Salesforce Lightning Experience support ​​ ​

NO

YES

​100% Web-Based Integration

YES

YES

​Uses Salesforce-supported APIs

YES

YES

​Allows side-by-side use with a CIC desktop client ​ ​

NO

YES

​Allows side-by-side use with a CIC web client ​ ​

NO

YES

​Supported in CaaS environments ​

YES

YES

​Switchover support ​

YES

YES

​Single Sign-On (SSO)

NO

YES

​Citrix support (See documentation for specific versions we have tested against)

NO

YES

Call Actions

Standard call actions (pick up, hold, mute, transfer, disconnect)

YES

YES

Conference together interactions

YES

YES

Wrap up code support

YES

YES

Record call actions

YES

YES

Send to voicemail call action

YES

YES

Secure pause call action

YES

YES

Listen call action

YES

ROADMAP?

Make private call action

YES

ROADMAP?

Request assistance

YES

YES

Speed dial

NO

ON ROADMAP

Voicemail access

YES

YES

Interaction Types

Call interaction type

YES

YES

Salesforce object routing (Email2Case and Web2Case) interaction type

YES

YES

Callback interaction type

YES

YES

Generic object interaction type

YES

YES

Web chat interaction type

YES

YES

Email interaction type

YES

YES

Route Salesforce Live Agent chats (Not currently possible because of limitations around Salesforce's API.)

NO

NO

Call Logs and Attributes

Store call logs on Salesforce activity record ​

YES

YES

Store additional mapped call log fields on Salesforce activity record

YES

YES

Customize call attributes that display in softphone

YES

YES

Outbound Calls

Click-to-dial from phone numbers within Salesforce ​

YES

YES

Manual outbound dialing

YES

YES

DTMF (Allows agents to navigate IVR systems)

YES

YES

Outbound calls on behalf of workgroup

YES

YES

Interaction Dialer support

NO

YES

Screen Pop

Screen pop to Salesforce object, Visualforce page, search page, or new record based on ANI

YES

YES

Screen pop to Salesforce object based on custom call attribute

YES

YES

Agent receives original screen pop on blind transfer

YES

YES

Agent receives original agent's workspace on transfer

NO

NO

Agent receives original screen pop on warm transfer

NO

ROADMAP?

Other

Detachable softphone console in Service Cloud

NO

YES

Interaction alerting sounds

YES

YES

Show disconnected interactions

YES

YES

Workgroup statistics (via open source solution)

YES

YES

Forward configuration

YES

YES

Agent directory lookup

YES

YES

Follow me configuration

YES

ON ROADMAP

Desktop alerts (toast)

YES

YES

View workgroup queue activation

YES

YES

Call monitoring for supervisors

NO

NO