2 Minutes Guide To Essential Service Cloud
2 Minutes Guide To Essential Service Cloud
Case management
Email-to-Case : This generates a new Case whenever an
email is sent to the support’s email address. It also
linked the customer’s details with the Case.
Web-to-Case : Allows the customers to submit Cases
directly by filling up the required fields in a web form
Different Workflows and Process Builders can be
created to sort the Cases into their correct Category,
Priority and SLA time.
Live Agent
Customers can directly interact with a live
agent on a website. Live agents get
notification whenever a customer fills the
form and clicks on ‘Chat Now’.
Omni Channel
Automatically route cases, leads, or other work, to the most
appropriate, available employee.
A tool that sits inside of either the Sales or Service Console that,
once enabled and configured, automatically pushes work to
your users in real time.
supports leads, cases, chats, SOS video calls, social posts, orders,
and custom objects
Knowledge Base
Knowledge Articles can be enabled, helping
support agents to search for solutions and
attach relevant articles while sending an
email to the customer.
Macros
Macros can be created to complete repetitive tasks in a
single click like sending an email to a customer or
changing the case status.
A macro defines the path of completing a task for the
system and running a macro calls this path of
instruction in the system to perform the necessary
action.
Macros help in saving agent’s time and providing
consistency in work of an agent.
Salesforce Communities
Salesforce Communities
helps in building a self-service portal for more
personalized support and happier customers.
Communities 2 types:
Customer portal | Partner portal
Einstein Bot
Designed to mimic your human call center agents.