The Smart Panel is where agents handle every call, message, and note without leaving Salesforce. It provides full in-call controls, related records, and post-call workflows in one place.
1. Overview of the Smart Panel #
Purpose: Introduce agents to the layout and core functions.
Content Outline:
- Where to find the Smart Panel (Utility Bar / WorkDial App).
- Sections of the panel (DialPad, Active Call, Notes, Related Records).
- What you can do from here (call, transfer, notes, logging).
👉 This article should feel like a guided tour of the workspace.
2. In-Call Controls (Mute, Hold, Transfer, Conference) #
Purpose: Explain how agents manage calls.
Content Outline:
- Mute/unmute
- Hold with background music
- Transfer options:
- Direct to another agent
- To call center
- Warm transfer with merge/conference
- Conference call setup and ending
👉 Include a note on compliance (recording transfers, permissions).
3. Taking Notes & Call Dispositions #
Purpose: Ensure agents know how to capture call context.
Content Outline:
- Adding notes during a call (live note-taking).
- Dispositions (wrap-up categories).
- Wrap-up timers — what they are, how they work.
- Notes carrying forward into Salesforce records.
👉 Highlight that notes improve team handoff + customer continuity.
4. Sending SMS/MMS During a Call #
Purpose: Show multi-channel power directly inside the panel.
Content Outline:
- How to send SMS/MMS from the Smart Panel mid-call.
- Common use cases (sending links, follow-up instructions, confirmations).
- Where SMS/MMS logs appear in Salesforce.
👉 Reinforce compliance (A2P rules for US messaging).
5. Accessing Related Records During Calls #
Purpose: Help agents stay in context while handling calls.
Content Outline:
- How incoming calls resolve to Leads/Contacts/Accounts (via Object Preferences).
- Right-side panel shows related Cases, Opportunities, or custom objects.
- Creating new records if none exist.
- Linking calls to existing Salesforce objects.
👉 This ties into Basic Config → Object Preferences, but from the agent’s perspective.
Best Practices for Smart Panel Docs #
- Each article should be short, screenshot-heavy, and task-based.
- Use step-by-step numbered lists.
- Add tips (“use Warm Transfer for smoother customer handoff”).
- End with Next Step links to keep flow moving (e.g., “Next: Taking Notes & Dispositions”).
