> ## Documentation Index > Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt > Use this file to discover all available pages before exploring further. # Salesforce Service Cloud Operator Guide: Communications Layer Decision > A practical decision guide for Salesforce Service Cloud and Agentforce admins evaluating the communications layer: tenant configuration, co-existence architecture, and per-seat vs usage economics. # Salesforce Service Cloud Operator Guide: Communications Layer Decision When deciding whether to run customer communications natively inside Salesforce Service Cloud (via Digital Engagement and Agentforce) or route them through Devotel Orbit, operators face architectural choices across record anchoring, routing control, AI capabilities, and unit economics. This guide details the operator-side tenant configuration, architectural co-existence patterns, and economic models needed to evaluate both options. *** ## 1. Quick-answer: The Five Decision Dimensions | Dimension | Salesforce Service Cloud Native | Orbit Communications Layer | | :- | :- | :- | | **1. Record Anchoring** | Conversations must anchor directly to native Salesforce Case and Contact objects. | Anchors to a native Customer Data Platform (CDP) unified profile; syncs bi-directionally to Salesforce records. | | **2. Omni-Channel Routing** | Routes via Salesforce Omni-Channel queues, agent presence statuses, and skills. | Routes via Orbit's unified multi-channel router across voice, SMS, WhatsApp, RCS, email, and web chat. | | **3. AI-Agent Surface** | Agentforce runs inside the CRM console on Case records and Knowledge. | Orbit AI agents run across telecom channels with model choice, MCP tools, and direct CRM write-back. | | **4. Communications Outside CRM** | Heavy volume or non-case messaging incurs CRM storage growth and licensing overhead. | Carries high-volume transactional alerts, app messaging, and contact center traffic outside CRM storage limits. | | **5. Economics** | \$75+/user/mo Digital Engagement add-on + Enhanced SMS packs + seat licenses. | Zero seat tax; transparent per-message, per-minute, and per-conversation usage pricing. | *** ## 2. Where Service Cloud and Agentforce Anchoring Wins Pretending enterprise CRMs should be replaced wholesale ignores operational reality. Service Cloud excels in core areas: * **Complex Case Lifecycles:** When customer workflows depend on multi-tiered milestone tracking, warranty verifications, and strict contract SLA entitlements. * **Enterprise-Wide Context:** When sales, account executives, field engineers, and billing teams all share the standard Salesforce account timeline. * **In-Console Agentforce Copilots:** When human agents resolving tier-3 tickets need an AI assistant drafting responses from internal Salesforce knowledge bases. **The Co-Existence Principle:** Orbit does not seek to replace Salesforce's core CRM engine. Instead, it serves as the dedicated communications and carrier-grade transport layer, streaming activities and events into Salesforce while keeping high-volume messaging and telecom off the CRM seat license. *** ## 3. Tenant Configuration for the Co-Existence Architecture To run Orbit alongside Salesforce Service Cloud, configure three primary integration surfaces: ### A. Inbox ↔ Salesforce Contact–Activity Junction Inbound and outbound messages on SMS, WhatsApp, RCS, email, and voice write back to Salesforce as standard **Tasks and Events**: 1. In the Orbit dashboard, navigate to **Settings → Integrations** and connect Salesforce via OAuth. 2. Inbound and outbound conversations match against Salesforce Contacts and Leads using E.164 phone numbers and email addresses. 3. Reps working in the Service Console view the full conversation transcript and call recordings in their standard Activity timeline. 4. Standard Salesforce Record-Triggered Flows fire on these Task records to update Case statuses or trigger routing rules. ### B. AI-Chat → CRM Write-Back Path Deploy the Orbit chat widget or voice receptionist on front-line channels: 1. Orbit AI agents handle initial qualification, self-service resolutions, and metadata gathering. 2. When human escalation is required, the AI agent invokes the Salesforce REST API to generate or update a Case. 3. Full chat transcripts, intent classification tags, and customer sentiment metrics attach to the Case before it enters an Omni-Channel queue. ### C. Proof-of-Consent Event Surface Orbit enforces tenant-owned compliance checks directly at the gateway: 1. Consent ledgers, opt-out keywords (`STOP`, `CANCEL`), and quiet-hour schedules operate inside tenant configuration. 2. Inbound opt-outs immediately update Orbit's suppression ledger and trigger a reverse-ETL update to the corresponding Salesforce Contact field (`HasOptedOutOfSMS__c`). 3. Audit records (timestamp, source IP, disclosure version) remain exportable directly from Orbit for regulatory reviews. *** ## 4. Economic Break-Even: Per-Seat vs. Per-Message Salesforce Digital Engagement charges fixed seat fees regardless of whether an agent sends 5 messages or 500: | Cost Component | Salesforce Native (50 Agents) | Co-Existence Stack (Salesforce Core + Orbit) | | :- | :- | :- | | **Service Cloud Core Seats** | $8,250 / mo ($165/seat Enterprise) | \$8,250 / mo (Retained for case workflows) | | **Digital Engagement Add-on** | $3,750 / mo ($75/seat) | **\$0** (Replaced by Orbit) | | **Enhanced SMS Entitlements** | Tiered bundle fees | **\$0** (Standard platform rates) | | **Voice & CTI Integrations** | $1,500 – $3,750 / mo (AppExchange fees) | **\$0** (Native programmable voice) | | **Fixed Telecom/Channel Overhead** | **$5,250 – $7,500+ / mo** | **\$0 / mo** (Strictly usage-based) | *** ## 5. Migration Runbook Anchor For teams transitioning from legacy Digital Engagement channels to Orbit: 1. Connect Salesforce OAuth in **Settings → Integrations**. 2. Verify contact polling and activity write-back in sandbox. 3. Migrate phone numbers and WhatsApp Business Accounts (WABA) to Orbit. 4. Replace website chat snippets with the Orbit web widget. 5. De-provision Digital Engagement add-on seats in Salesforce. For detailed migration steps, refer to the [Salesforce CRM Migration Guide](/guides/crm-migration-salesforce). *** ## 6. Frequently Asked Questions ### Does Orbit replace Salesforce Service Cloud? No. Orbit replaces the messaging and telecom channel layer (Digital Engagement, CTI add-ons, standalone SMS connectors) while synchronizing all activity back into Salesforce Cases and Contacts. ### How do inbound messages attach to Cases? Orbit matches sender identifiers (phone or email) against Salesforce Contacts. If an open Case exists, activities log to that Case; if not, a Salesforce Flow can generate a new Case automatically. ### How is TCPA compliance handled? Orbit enforces tenant-controlled opt-out lists and federal voice calling windows. Opt-outs received on any channel update the tenant ledger and sync back to Salesforce. ### Can Orbit AI agents access Salesforce CRM data? Yes. Orbit AI agents use Model Context Protocol (MCP) tools to query Salesforce data (e.g., order history, account tier, ticket status) in real time. ### Where are Salesforce OAuth tokens stored? All provider tokens are securely brokered through Nango's token store and encrypted at rest. ### What voice capabilities are included? Orbit provides native inbound/outbound programmable voice, WebRTC agent console calling, IVRs, and AI voice agents without third-party CTI plugins. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.