Course 3.10 · Curriculum 2026.1
Agentforce Voice and the telephony decision
Voice changes the constraints: latency, barge-in, transcription error and a caller who cannot see the screen. Decide the telephony path before you build.
- Estimated effort
- 5 hr
- Lessons
- 42
- Modules
- 7
- Material
- 5 hr
Estimated effort is the sum of the lesson and lab times in this version of the course. It is not video runtime, which is lower.
Canadian dollars. One learner, lifetime access to this course version. Tax extra.
1 lesson free to preview
This course does not issue a certificate on its own. It counts toward the paths listed below, and those do.
01What you will learn
7 capabilities, stated as things you can do
Each one is what you should be able to do at the end, not what the course covers. If an outcome is not testable, it is not an outcome.
- Choose a telephony path, and state what each option costs in integration work and in lock-in.
- Design a turn that stays inside the latency budget a caller will tolerate.
- Handle barge-in, silence and a caller who talks over the agent.
- Design for transcription error rather than assuming a clean transcript.
- Decide what a voice agent must never do without a human, and route it there.
- Capture a call into records that are useful afterwards, at a defensible cost per call.
- Test a voice agent, including the accents and the noise your callers actually have.
02Curriculum
7 modules, 42 lessons
Every lesson shows its length and its type. A SCORM lesson looks like any other lesson, which is the point of ingesting packages rather than linking out to them.
7 modules · 42 lessons · 5 hr of material
Made once, lived with for years. The options differ more in integration surface and lock-in than in call quality.
- VideoThe vocabulary: carrier, SIP, media, and where an agent attachesPreview6 min
- VideoThe options, and what each locks you into6 min
- ReadingCost per minute against cost per resolution5 min
- VideoBuild versus buy, for the telephony layer itself6 min
- VideoWhat switching providers costs you a year in6 min
- LabLab: score three telephony options against your own constraints14 min
Where the agent sits in the call flow, and where a human can still intercept before it goes wrong.
- VideoNumber provisioning, routing and failover6 min
- VideoWhere the agent sits in the call flow, and where a human can intercept6 min
- VideoFailover: what happens when the agent platform is down and the phone still rings6 min
- ReadingA routing diagram worth drawing before you build anything5 min
- LabLab: draw the call flow for your own routing14 min
A caller has no screen and no scroll-back. Silence past about a second reads as a dropped call.
- VideoThe latency budget a caller toleratesSilence past roughly a second reads as a dropped call. That budget dictates how much you may look up before speaking.6 min
- VideoWhat you may look up before speaking, inside that budget6 min
- VideoPre-fetching and filler speech, and where each is honest6 min
- ReadingMeasuring turn latency in a system you do not fully control5 min
- LabLab: script one turn and measure its latency14 min
- VideoWhere the budget breaks first: the tool call, not the model5 min
A caller talking over the agent is normal, not an edge case. Design for it from the first script.
- VideoBarge-in, silence detection, and talking over the agent6 min
- VideoSilence past about a second reads as a dropped call6 min
- VideoA caller who interrupts mid-sentence, and what the agent does with the fragment6 min
- VideoThree seconds of dead air, and what caused it last time6 min
- ReadingDesigning the silence-handling state machine5 min
- LabLab: test barge-in against a scripted interruption14 min
Assume the transcript is wrong somewhere. Confirm anything that gets written, and know when to ask again instead of guessing.
- VideoDesigning for a wrong transcript rather than a clean one6 min
- VideoWhat transcription error looks like on a real recording6 min
- VideoConfirmation: repeating back what will be written6 min
- VideoWhen to ask again instead of guessing at a mangled word6 min
- ReadingNumbers, names and addresses: the three things transcription gets wrong most5 min
- LabLab: run a script against a noisy recording and see what breaks14 min
The escalation list is written before the first call, not after the first complaint.
- VideoDeciding what a voice agent must never do without a human6 min
- VideoEscalation to a human, and handing over context6 min
- VideoA caller who asks for something the agent should refuse on the phone6 min
- ReadingWriting the escalation list before the first call, not after the first complaint5 min
- LabLab: write the escalation list for your own agent14 min
- VideoWhat the human on the other end needs to see when the call lands5 min
Transcription, summary, action items and the record they land on. Conversation intelligence at a defensible cost per call.
- VideoTranscribe, summarise, extract action items6 min
- VideoWhat lands on the record, and validating it first6 min
- VideoCapturing a call into records that are useful afterwards6 min
- VideoCost per call, and what it buys against a seat-based licence6 min
- LabLab: test with real accents and real background noise14 min
- ReadingA defensible cost-per-call number, and how to state it5 min
- QuizCheck: voice7 min
03Before you start
What you need first
Assumed knowledge and setup
- Course 3.3.
- Course 3.7 helps, because per-call cost is a live constraint in voice.
- No telephony experience assumed. The vocabulary is built up in module one.
Courses that come first
- 3.3 · Prompt Builder and Agent Builder in practice6 hr · Intermediate
Part of these paths
- The Full StackShareCo Certified Platform Engineer
04Who teaches it
Elliot Saha
Co-founder, Chief Technology Officer
Platform architecture, custom Apex and Lightning Web Components, AI systems, and the Academy platform itself.
05Reviews
No learner reviews yet
This course has not been taken by enough people to publish an honest rating, and we will not print invented quotes on a page that sells verification discipline. Here is what we can evidence instead.
- Assessment
- Lesson checks onlyThis course carries lesson checks. The certificate is issued by the path assessment, not by this course.
- Curriculum version
- 2026.1You enrol into a version. Content changes do not move you mid-course, and your required-lesson count is snapshotted at enrollment.
- Refunds
- 14 daysFull refund within 14 days if you have completed under a quarter of the required lessons. Stated here rather than in a footer.
Start 3.10
Enrol as an individual, or buy seats and assign this course to your team. Progress is reported per lesson, per module and per path.
- 5 hr estimated effort, labs included
- Lifetime access to the version you enrol in
- A ShareCo certificate is not a Salesforce certification