Salesforce Digital Engagement Is

Salesforce digital customer engagement encompasses every technological interaction a customer has with your business and vice versa. This includes various digital touchpoints such as email, social media, and your website.

Salesforce Digital Engagement, available as an optional purchase, seamlessly integrates with Field Service Appointment Assistant for SMS notifications and messaging apps like WhatsApp. Salesforce Sales Engagement consolidates customer interactions across channels, providing representatives with a unified platform.

Supported channels in Salesforce digital engagement include messaging apps like SMS, Facebook Messenger, Apple Business Chat, WeChat, and WhatsApp to web chat and social channels including Twitter, Facebook, Instagram, and YouTube. Automation tools such as chatbots enhance service efficiency.

Monitoring digital engagement in Salesforce can be done through Salesforce Reports, allowing the generation of reports on usage metrics like the number of conversations started, messages sent, and average response times.

Service Cloud plays a crucial role in digital engagement by equipping agents with tools for efficient response to customer inquiries. It enhances agent productivity, facilitates communication across multiple channels, and supports issue resolution, especially in field service scenarios.

The engagement score in Salesforce is an index tracking the level of engagement of application users and site visitors. It considers various factors like visit information, actions, key performance indicators (KPIs), and segments during the defined business cycle.

In the contemporary remote work environment, Digital Engagement is essential, ensuring service centers can support customers through their preferred communication methods. While primarily used in service scenarios, it can also be applied effectively for sales purposes.

Digital Engagement operates by routing messages to Salesforce, typically reaching OmniChannel, which determines the appropriate agent based on skills or availability. The Channel Object Linking feature automates the link between incoming conversations and Contact records, streamlining the process for agents and providing alerts for automatic matches.