Salesforce Service Cloud telephony integration streamlines customer support by connecting voice communication directly with CRM workflows. One of the key features is automatic call logging, where inbound and outbound calls are recorded and saved against customer records for complete interaction history. Screen pop-ups instantly display caller details to agents, enabling faster and more personalized responses. The integration also supports click-to-call, reducing manual dialing and improving agent productivity. Call routing and IVR integration ensure customers reach the right agent based on skills or case priority. Real-time call analytics and reporting help managers track performance, call volumes, and resolution times. Additionally, seamless messaging and voice coordination through tools like the 360 SMS app enhances omnichannel communication, allowing support teams to manage calls and messages efficiently within Salesforce Service Cloud.