Configuring Omni-Channel Customer happiness is a key success factor in CRM. If your customers are not satisfied with the support they are receiving, they may give your services and products a bad review, and that’s not good for business. Even if a customer has a problem with a product or service, being able to solve…
Configuring Omni-Channel
A new work item comes in and she is notified about the new item in the queue. She takes charge of the new case. At this time, she has received a size 5 work item, so her total capacity is now 5 (if the case is closed, she’ll have a capacity of 10 once more)….
Skill-based routing – Certified Advanced Salesforce Admin Exam Guide
Skill-based routing Rather than sending work items to the first available user in a queue, skill-based routing matches the most expert user in terms of the characteristics of an incoming work item. Users should have the necessary skills to handle the item. Having a skill is one of the key metrics of an agent’s expertise…
Live Agent chat and communities
Live Agent chat and communities In the previous section, we saw how work items can be automatically routed to agents, and live chats are similar to work items. Live Agent lets customers chat in real-time with support agents. Using Live Agent, supervisors can even inspect their agent’s chat and assist them by whispering messages (these…
Network Security Summary-3 – 100-150 Exam Study Guide
• Firewalls and Host-Based Intrusion Prevention—Firewalls resist network attacks, serve as the only point between internal and external networks, and enforce access control policies. They protect hosts from exposure, sanitize protocol flow, and block malicious data from servers and clients. Firewalls are ineffective if misconfigured or out of date. They can slow networks and some…
Chat (Live Agent) Setup flow – Certified Advanced Salesforce Admin Exam Guide
Chat (Live Agent) Setup flow Let’s start with the Chat (Live Agent) Setup flow (we are accustomed to these kinds of flows since we have already used them for Knowledge and Omni-Channel setup). Go to Service Setup | Recommended Setup | View All and look for Chat With Customers. The wizard will guide you to…
Network Security Summary-2 – 100-150 Exam Study Guide
Accounting traces an action back to a person or process. Accounting then collects this information and reports the usage data. The organization can use this data for such purposes as auditing or billing. • Defending Systems and Devices—An organization needs a good administrator to configure operating systems to protect against outside threats. A systematic approach…
Chat (Live Agent) Setup flow 2 – Certified Advanced Salesforce Admin Exam Guide
This is something slightly technical, but it is a safeguard so that only trusted domains can be used from within a community. The Live Agent channel uses a parallel HTTP domain for the chat requests, so we need to explicitly tell Salesforce that this domain is safe to use. Copy the domain part of the…
Network Security Summary-1 – 100-150 Exam Study Guide
Check Your Understanding—Secure WLANs (39.6.15)Refer to the online course to complete this activity. Packet Tracer—Configure Basic Wireless Security (39.6.16)In this activity, you will configure wireless security using WPA2-Personal.Refer to the online course to complete this Packet Tracer. Network Security Summary (39.7) The following is a summary of each topic in the chapter and some questions…
Authentication in the Enterprise
Authentication in the Enterprise (39.6.13)In networks that have stricter security requirements, an additional authentication or login is required to grant wireless clients such access. The Enterprise security mode choice requires an Authentication, Authorization, and Accounting (AAA) RADIUS server. Figure 39-30 Example of Configuring WPA2-Enterprise Authentication In Figure 39-30, the administrator is configuring the wireless router…