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Adding the Sharpen CTI (Phone) to the Utility Bar in Salesforce

Anthony Wong

Introduction

In Salesforce, the Utility Bar provides quick access to commonly used tools and features within your app. Adding a phone utility to the Utility Bar allows users to access telephony functions directly from within the Salesforce interface, streamlining communication and improving efficiency. This guide walks you through the steps to add and configure a phone utility to your Salesforce Utility Bar, ensuring seamless access to your phone features right from your Salesforce app.

Step 1: Log into Salesforce

  1. Open your web browser and navigate to Salesforce.

  2. Enter your login credentials (username and password) and click Log In.

Step 2: Open the Setup Menu

  1. Once logged in, click on the gear icon in the top right corner of the screen.

  2. From the dropdown menu, select Setup.

Step 3: Navigate to App Manager

  1. In the Setup menu, on the left-hand side, type App Manager in the Quick Find box.

  2. Click on App Manager under Apps.

Step 4: Find Your App

  1. In the App Manager, find the app where you want to add the phone utility (e.g., Salesforce Lightning app).

  2. Click the dropdown arrow next to the app name and select Edit.

Step 5: Open the Utility Bar Settings

  1. On the App Edit screen, scroll down to the Utility Bar section.

  2. Click Add to begin adding a new utility item.

Step 6: Select the Phone Utility

  1. In the Add Utility Item panel, choose Phone from the list of available utility items.

  2. Click Add to include the Phone utility in your utility bar.

Step 7: Configure the Phone Utility

  1. After adding the Phone utility, you’ll need to configure its properties:

    • Label: Set a label for the phone utility (e.g., "Phone").

    • Icon: Select an icon for the phone utility (e.g., a phone icon).

    • Behavior: Set the desired behavior for when users click the phone icon. You can configure options like auto-dial or integration with other phone systems.

Step 8: Save the Changes

  1. Once you've configured the phone utility, click Save to apply the changes.

Step 9: Test the Phone Utility

  1. Navigate back to your Salesforce homepage or app where you added the phone utility.

  2. You should now see the phone icon in the utility bar. Click on it to ensure that it opens and behaves as expected.

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