Salesforce Case Object The Salesforce case object represents a case, which is a customer issue or problem. What is the Salesforce case object? A Salesforce Case object can be thought of as a workbook containing all the issues, questions, disputes, and requests that customers have brought up with your business. What is the difference between
Are your service representatives finding the Lightning Service Console too cluttered? Salesforce Service Cloud customization to the rescue! Whether you’re planning to optimize your Service Cloud or seeking quick enhancements for your service team, there’s a plethora of features and tips available to boost the efficiency of your Service Cloud. If you haven’t implemented a
Omni-Channel in Salesforce is a feature embedded within the Customer Service and Console, facilitating the automated routing of various work items like Leads and Cases to agents. This feature intelligently distributes work items based on agent capacity, priority, skillset, and other factors. The multichannel approach emphasizes customer engagement, whereas the omnichannel strategy prioritizes customer experience.
What does Salesforce Case Management entail? Salesforce Case Management, as explained in the Service Cloud Introduction session, provides a platform for recording, tracking, and resolving customer issues across sales, service, and support. Advantages of utilizing a case management system: Case Management in Salesforce Salesforce Case Management allows the automatic collection of cases from various sources
What is Omni-Channel Routing in Salesforce? Salesforce Automated Case Routing is a time-saving automation, and Omni-Channel is one way to do it. Omni-Channel is a feature within Salesforce’s Customer Service and Console that facilitates the automatic routing of various work items, such as Leads and Cases, to agents. It intelligently assigns work items to agents
Talkdesk Dialer for Salesforce™ Guide Compatibility and ConfigurationTalkdesk Dialer for Salesforce™ is fully compatible with the Conversations app. It is crucial for the dialer to recognize the agent’s login session in the Salesforce Connector, also known as Salesforce’s phone widget or phone CTI. Ensure this connection is correctly configured by following the instructions in the
The Salesforce Service Cloud Question-to-Case feature streamlines the process for moderators to create cases from questions in Chatter, facilitating the efficient tracking and resolution of customer issues. Accessible across multiple platforms, including your Salesforce org, Salesforce mobile web, Aura, and Salesforce Tabs + Visualforce sites with Chatter Questions enabled, this feature ensures a seamless experience.
