Author: zeusexam

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…

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 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 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…

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…

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…

Einstein Bots Although this is beyond the scope of this book, I want to spend a few minutes talking about Einstein Bots. Einstein Bots, which is an add-on for Live Agent (Chat), provides us with an automated way to interact with customers without using one of the precious resources of our call center: the agent’s…

A new entitlement is automatically created based on the Entitlement Template’s configuration. SLAs can be as easy as checking whether a customer has support for their contract, though they can be more complex if we need to enforce case resolution within a given amount of time. Entitlement processes configure the timeline with steps (called Milestones)…

Improving Data Quality with Duplicate Management After looking at key sales and service features, let’s go back to data quality. In this chapter, you’ll learn how to provide data consistency using duplicate management for standard and custom objects by defining duplicate and matching rules. Using duplicate record management, we can keep data clean and accurate…

Local duplicate management Local duplicate management is the part of duplicate management that is related to how the user interacts with duplicates. To have a look at the standard rules, navigate to Setup | Data | Duplicate Management | Duplicate Rules to bring up the following page: Duplicate Rules main page Let’s edit the Contact…