Service Console

09Oct

Marketing Cloud and Commerce Cloud Innovations

What Our Dreamforce Marketing Cloud and Commerce Cloud Innovations Mean for You This year’s Dreamforce was nothing short of amazing. It was exciting to reconnect with fellow Trailblazers, exchange brilliant ideas, and showcase the innovations we’ve been crafting at Salesforce. A recurring theme throughout the event was how businesses can leverage data and AI to forge deeper customer-driven relationships by bringing internal teams closer together. These innovations are designed to transform not only how companies engage with customers but also how their teams work together. Marketing Cloud and Commerce Cloud Innovations. Seamless integration between Marketing, Commerce, Sales, and Service teams is crucial for creating unified customer experiences. Often, customers feel as though they are interacting with separate departments rather than one cohesive company—this is largely due to disconnected technology and processes. But thanks to Salesforce’s advancements in unified data, AI, and automation, those days are numbered. Now, departments can collaborate more effectively, delivering hyper-personalized, frictionless experiences across the entire customer lifecycle. Let’s explore the latest Marketing Cloud and Commerce Cloud innovations announced at Dreamforce 2024 and how they can benefit your business. What You’ll Learn Salesforce Marketing Cloud Innovations These four innovations in Marketing Cloud are built on the Salesforce Platform and powered by Data Cloud, offering marketers a seamless view of customer data across the business. This foundation makes it easier to deliver unified customer experiences, improve handoffs between teams, and measure success more effectively. 1. Agentforce Embedded in Marketing Workflows Agentforce for Marketing combines generative and predictive AI to create an end-to-end campaign experience that marketers can launch and optimize with ease. Here’s how it helps: Example: A marketer looking to prevent customer churn can launch a re-engagement campaign. Agentforce will identify the right audience, craft personalized messages, and optimize delivery based on customer behavior. 2. Empowering Small and Medium Businesses The new Marketing Cloud Advanced Edition brings enhanced AI and automation capabilities to SMBs, enabling them to scale personalization and improve productivity: 3. Automating Data Preparation and Analytics with Einstein Marketing Intelligence (EMI) EMI uses AI and Data Cloud to automate the ingestion, transformation, and analysis of marketing data: 4. Einstein Personalization for 1:1 Experiences Einstein Personalization uses AI to recommend products, content, or services based on individual customer preferences: Example: A service agent could offer a discount on a product a customer was recently viewing, creating a seamless, personalized experience. Salesforce Commerce Cloud Innovations As businesses scale and handle increasing amounts of data, managing complex commerce systems can be a challenge. The new Commerce Cloud updates simplify these complexities by extending unified commerce capabilities across the organization. 1. Simplifying Cross-Functional Commerce Tasks By unifying data from across the business, Commerce Cloud enables better cross-functional collaboration: 2. AI-Powered Commerce Agents with Agentforce Commerce Cloud introduces three AI-powered agents to streamline business processes: 3. Streamlining Checkout for a Faster, Easier Experience With new express payment options like Link by Stripe and Amazon Pay, Commerce Cloud Checkout speeds up transactions and improves conversion rates by 14%. Plus, Buy with Prime integration allows shoppers to use their Amazon Prime accounts for a faster checkout experience, complete with trusted delivery and hassle-free returns. The Future of Unified Commerce Salesforce Commerce Cloud offers a unified platform that brings together sales, service, and marketing, providing a 360-degree view of the entire customer journey. This unified commerce approach enables businesses to deliver seamless B2B and B2C experiences, all powered by a single platform. By integrating enterprise-wide data, trusted AI, and automated workflows, Salesforce helps businesses scale personalized, intelligent experiences across every touchpoint. Every interaction becomes an opportunity for growth, setting the standard for success in today’s customer-driven world. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

October 9, 2024in Data, Enterprise, Salesforce, Salesforce Commerce Cloud, Salesforce Marketing Cloud, Technology

Additional Input Fields for Case Classification

⭐️ NEW: Additional Input Fields for Case Classification (GA) ⭐️ Enhance your Einstein classification model by incorporating up to 30 input fields for more precise case classification. Previously, only the Subject and Description fields from closed cases were used to build a model. Now, you can optimize your model by removing these fields and selecting the most relevant case information for training. Einstein Classification supports a variety of field types, including String (TextArea and TextArea Long), Picklist, and Lookup fields. Additional Input Fields for Case Classification. Where: This update is available for Enterprise, Performance, and Unlimited editions in Lightning Experience. Please note that Einstein Classification Apps are not available in partner editions or the Salesforce Government Cloud. How: When creating a classification model, you can now select up to 30 input fields for training. After configuring the predictive model, its status will change to “Ready to Build.” Review your selected fields and build the model. Once completed, adjust each field’s prediction settings and activate the model to begin receiving recommendations in the Service Console. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

October 1, 2024in Enterprise, Salesforce, Salesforce Government Cloud

16Sep

Triggering a Refresh of the Einstein Next Best Action

How to Force a Refresh of the Einstein Next Best Action Component User Question: “Hi folks, is there a way to force a refresh of the Einstein Next Best Action component in the service console? I tried re-executing my recommendation strategy flow, but the recommendation didn’t change, even though the flow picked a new one. I also triggered the lightning:nextBestActionsRefresh event from an Aura component, but that didn’t work either.” Triggering a Refresh of the Einstein Next Best Action (NBA) Component Einstein Next Best Action (NBA) is designed to react dynamically to changes in Salesforce, updating its recommendations. While refreshing the entire page works, there are more efficient methods to trigger a refresh in a more subtle, automatic way. Trigger 1: Automatic Refresh Based on Record Changes If a field on the record is modified, the NBA component automatically refreshes to show updated recommendations. Trigger 2: Refresh Triggered by Flow on the Same Page NBA also refreshes if a flow changes a related object. For example, if a flow modifies a related Survey record, the NBA component on the current record page will refresh. This smart refresh is facilitated by Salesforce’s Lightning cache, though it may not apply in all scenarios. Trigger 3: Community Cloud Event Integrations NBA can refresh via special event integrations in Salesforce Community Cloud pages. Trigger 4: Using a Lightning Component on the Same Page The NBA component listens for the lightning:nextBestActionsRefresh event. When triggered, it sends a new request to the NBA strategy execution endpoint. If the updated strategy returns new recommendations, the component refreshes automatically. This works on both Lightning Experience and Communities pages. To fire the event from a Lightning component, add this tag: htmlCopy code<aura:registerEvent name=”refreshEvent” type=”markup://lightning:nextBestActionsRefresh”/> Make sure the event includes the correct recordId in its payload. The component will only refresh if the event’s recordId matches the current record page. Example Code for Firing the Event: javascriptCopy codefunction(component, event, helper) { var appEvt = $A.get(“e.lightning:nextBestActionsRefresh”); if (!$A.util.isEmpty(component.get(“v.myRecordId”))) { appEvt.setParam(“recordId”, component.get(“v.myRecordId”)); } appEvt.fire(); } Trigger 5: Flow Firing the Application Event If your flow doesn’t modify related records but you still want to refresh NBA, you can trigger the nextBestActionsRefresh event from a Lightning component on a flow screen. This will prompt NBA to refresh. Trigger 6: Using Platform Events Platform events enable any event in Salesforce or an external system to trigger an NBA refresh. This is useful for real-time updates, like dynamically changing recommendations based on supply chain or ERP changes. One example involved updating recommendations based on customer sentiment detected during call recordings. By implementing these methods, you can ensure the NBA component remains responsive and up-to-date across various use cases. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 16, 2024in Salesforce, Salesforce Einstein, Salesforce Implementation Services, Salesforce User Questions

03Sep

License and Permitting Management for Businesses

Citizens and residents today are more connected than ever and expect to interact with government just as they do with other industries—through a variety of modern channels with swift response times. License and Permitting Management for Businesses is an innovative solution. Public Sector Solutions for License and Permit Management for businesses empowers government entities to engage more effectively with residents, fostering economic growth and thriving communities. Digital Experiences: From a resident building a new home to an entrepreneur opening a new business, every constituent can easily identify the necessary licenses and permits for their project through a single online platform. Applications: Applicants can swiftly complete all necessary forms, which dynamically update based on user input, making the entire process straightforward and efficient. Automation Tools: Salesforce automation tools ensure that once an application is submitted, the constituent receives an automated email confirmation, and the reviewer is notified of the new application, streamlining communication. Kanban Employee View: Seamless handoffs for application review and approvals are facilitated by a Kanban-style dashboard where government reviewers can view all applications ready for review in one centralized location. Reviewers can also track the status of applications, ensuring the right colleague reviews and moves them forward. Service Console: When a reviewer accepts an application, they can access a comprehensive view of all essential details, such as status, guided actions, and uploaded files, all in one place. This clarity ensures that employees know the next steps in the review process, such as scheduling a required inspection before final approval. Collaboration: If additional information is needed, reviewers can easily collaborate with applicants in real-time, with all communications documented in one place. Applicants can view updates and messages when they log back into the portal, ensuring transparency and efficiency. Distributing Licenses and Permits: After final approval, the license or permit is generated and automatically emailed to the applicant. It is also made available in the constituent’s portal for easy access. This process keeps constituents informed with clear visibility into every step of the application approval process, while government employees are equipped to support community growth through enhanced collaboration with constituents and other departments. Dashboards and Analytics: Salesforce Analytics provides senior executives with a comprehensive view of agency and department-level permit statuses, including details by geography, type, status, and more, offering a holistic perspective on applications and active licenses and permits. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 3, 2024in Public Sector Solutions

20Aug

Salesforce Home Page Customization

Salesforce is a powerful tool, but a generic homepage can overwhelm you with information. Salesforce Home Page Customization is the solution. The good news? You can customize your Salesforce homepage to create a personalized dashboard that enhances productivity and keeps you focused on what matters most. In this insight, we’ll explore the steps to customize the Salesforce homepage for both Lightning and Classic experiences and show you how to create a space that truly works for you and your users. Why Salesforce Home Page Customization? A well-designed homepage serves as your command center within Salesforce. By strategically adding components like reports, charts, and to-do lists, you can quickly see key metrics, prioritize tasks, and access frequently used features—all on one screen. This leads to: Ready to Customize the Salesforce Homepage? There are two main interfaces for customizing Salesforce homepages: Lightning App Builder and Home Page Layouts (Classic). The method depends on whether you’re using Salesforce Classic or Lightning Experience. Lightning Experience Salesforce Classic Assign the Home Page Here’s how to assign your new homepage to specific users or profiles: Conclusion By following these steps, you can customize the Salesforce homepage and unlock a new level of efficiency within your organization. For those seeking a solution beyond the basics, Salesforce Customization Services are readily available to craft a truly transformative Salesforce experience. Ready to take control and personalize your Salesforce experience? Start by customizing your homepage today! Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

August 20, 2024in Salesforce

30Jul

New Service Cloud Tools

Salesforce has unveiled new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, designed to help agents resolve customer cases faster and enable companies to scale their support operations efficiently. New Service Cloud Tools are here. Why It Matters: With 69% of agents reporting that balancing speed and quality is a challenge, and as the volume and complexity of cases increase, there is a growing need for tools that enhance efficiency without compromising service quality. Salesforce Service Cloud: Deliver Value Across Every Customer Touchpoint with Service Cloud Built on the Einstein 1 Platform. New Tools and Features: Service Cloud customers now have access to a suite of efficiency tools aimed at automating processes and identifying the best product capabilities to enhance service delivery. These new features allow customers to maximize their Service Cloud investment and improve their return on investment. Salesforce Perspective: Kishan Chetan, EVP & GM of Service Cloud, emphasized that the new efficiency tools help companies of all sizes increase service team productivity and better serve their customers. Industry Reaction: Rebecca Wettemann, CEO & Principal Analyst at Valoir, noted that these innovations offer service teams quick wins, enhancing operational efficiency and maximizing technology investments. Fast Facts: Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

July 30, 2024in Salesforce Service Cloud

21Jun

AI and Consumer Goods Cloud

Salesforce’s latest “rolling thunder” of AI enhancements brings significant innovations to Consumer Goods Cloud, leveraging the power of the Einstein AI platform already integrated into Sales Cloud and Service Cloud. These enhancements are designed to optimize planning and execution for consumer goods companies. Salesforce Consumer Goods Cloud is an industry-specific solution that helps consumer goods companies streamline their route-to-market processes. By unifying trade promotion management and retail execution capabilities on a single platform, it enables seamless collaboration between headquarters and field teams. Utilizing Salesforce’s core CRM functionality and the Einstein AI platform, Consumer Goods Cloud empowers companies with data-driven insights and intelligent automation to drive profitable growth. “Consumer goods companies are laser-focused on profitable growth. With the latest Salesforce innovations for Consumer Goods Cloud, they can unify consumer and customer data to plan promotions precisely, equip every field rep with tools to increase sales and reduce downtime, and integrate trusted AI into every service agent’s workflow to solve problems and upsell more frequently,” explained Rob Garf, VP and GM of Retail and Consumer Goods at Salesforce. “In short, every consumer goods company can now transform into an AI Enterprise.” What’s New in Consumer Goods Cloud The latest updates in Consumer Goods Cloud focus on integrating Salesforce’s Data Cloud with Einstein generative AI capabilities, enhancing three key areas: Data Cloud for Consumer Goods: Account managers can now unify account and industry data to build rich customer profiles, segment accounts to the individual store level, and design hyper-localized assortment and promotion plans. For instance, a soft drink distributor can identify which citrus-flavored sodas are most popular in specific Mexican convenience stores and optimize replenishment accordingly. Einstein Copilot Account Summarization: Within the service console, agents can access AI-generated account summaries, eliminating the need to switch between screens and knowledge articles. Summaries include last interactions, order history, satisfaction scores, and promotion details, enabling agents to resolve inquiries quickly and upsell intelligently. Consumer Goods Cloud Einstein 1 for Sales: This AI-powered enhancement package provides sales managers, field reps, merchandisers, and delivery drivers with productivity and revenue-boosting insights. Real-time notifications and recommendations on stock levels, replenishment, special handling needs, and payment collection keep field teams responsive and effective. The Salesforce Embedded AI Difference Salesforce’s strategy of embedding AI via a unified Einstein platform offers several advantages: Consistency: With Einstein already integrated into Sales and Service Clouds, Salesforce can efficiently extend proven AI tools to industry-specific use cases, benefiting users with familiar interfaces and interaction paradigms. Completeness: Embedding AI at the platform level allows Salesforce to enhance the entire workflow from planning to execution. Consumer goods companies can apply intelligent insights to both back-office processes like promotion management and field activities like stock checks and payment collection. Continuous Innovation: The Einstein platform enables rapid deployment of Salesforce’s latest generative AI advancements across all clouds, ensuring customers always have access to state-of-the-art capabilities. Mars Snacking, one of the world’s largest consumer goods companies, is already benefiting from Salesforce’s AI-powered industry cloud. “At Mars Snacking, we are on an ambitious journey to rewire and almost double the size of our business by 2030,” said Bartek Kononiuk, Global Head of Product – Trade Promotion Management. “Consumer Goods Cloud and Trade Promotion Management will enable us to improve our business processes, data availability, and user experience in critical growth-enabling areas.” AI Innovation Comes at a Cost As the consumer goods industry strives to meet rapidly evolving buyer expectations, Salesforce’s embedded AI solutions for Consumer Goods Cloud offer timely advantages. By democratizing access to generative AI and data management capabilities, Salesforce enables companies of all sizes to optimize decision-making, boost field productivity, and drive profitable growth. However, these advanced functionalities come with significant costs. Salesforce’s Einstein AI enhancements often have substantial per-user surcharges, sometimes exceeding $100 per month. For large deployments involving thousands of employees, these expenses can quickly escalate. Consumer goods companies must carefully evaluate the productivity and revenue gains against the added licensing costs. Additionally, while Salesforce is leading the way in enterprise generative AI, the technology is still maturing. Early adopters may encounter instances where the AI delivers suboptimal results. Salesforce’s Trust Layer aims to mitigate these risks, but companies should approach generative AI with a clear understanding of its current limitations. The ongoing enhancements in Salesforce’s Einstein portfolio present a promising yet costly opportunity for customers to evolve into full-fledged AI Enterprises. As the costs and benefits become clearer, consumer goods companies will need to strategically decide where and how aggressively to deploy these advanced capabilities. Those that find the right balance could gain a significant competitive edge in the rapidly changing digital landscape. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 21, 2024in Einstein 1 Platform, Generative AI, Salesforce

26May

Integrate Copilot for Service in Salesforce

Embedding Copilot for Service in Salesforce Desktop You can embed Copilot for Service directly into the Salesforce desktop with contextual awareness of the underlying platform. This integration helps Copilot for Service provide better responses and streamlines the workflow for your agents. Integrate Copilot for Service in Salesforce. Prerequisites Before you begin, ensure you have the following: Step 1: Copy the Copilot for Service Widget URL Step 2: Configure the Copilot for Service Widget in Salesforce xmlCopy code<section sortOrder=”0″ name=”reqGeneralInfo” label=”General Information”> <item sortOrder=”0″ name=”reqInternalName” label=”Internal Name”>CopilotForService</item> <item sortOrder=”1″ name=”reqDisplayName” label=”Display Name”>Copilot For Service</item> <item sortOrder=”2″ name=”reqAdapterUrl” label=”CTI Adapter URL”>https://TobeUpdated.ms</item> <item sortOrder=”3″ name=”reqUseApi” label=”Use CTI API”>true</item> <item sortOrder=”4″ name=”reqSoftphoneHeight” label=”Softphone Height”>600</item> <item sortOrder=”5″ name=”reqSoftphoneWidth” label=”Softphone Width”>450</item> <item sortOrder=”6″ name=”reqSalesforceCompatibilityMode” label=”Salesforce Compatibility Mode”>Classic_and_Lightning</item> </section> Step 3: Add Salesforce Users Step 4: Add the Softphone Utility Step 5: Enable Popups Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

May 26, 2024in Salesforce

10May

Salesforce Legacy Chat Service Retirement

Salesforce is retiring their legacy Chat service (formerly Live Agent) including LiveAgent, Salesforce Chat, Embedded Chat and Service Chat; on February 14, 2026. Salesforce Legacy Chat Service Retirement. On February 14, 2026, Salesforce will sunset their legacy Chat features and functionality, and the feature set will no longer be available. Additionally, legacy Chat will no longer receive new features leading up to the retirement date but we will continue to deliver critical trust updates until the retirement date. Why is Salesforce Legacy Chat Service Retiring? In Summer ’22, Salesforce released a new first-party chat product and feature set. Messaging for In-App and Web, the new product, is built on Hyperforce and offers many of the Chat features that customers love. It also supports asynchronous and persistent conversations that can be picked back up at any time. You can continue using your current Chat services and implementations through the announced retirement date. However, all customers will need to migrate to Salesforce’s new Messaging for In-App and Web service before the announced retirement date. Affected Salesforce Clouds Service Cloud Unlimited + Edition Service Cloud – Unlimited Edition Service Cloud – Performance Edition Service Cloud – Performance Edition 1 Service Cloud – Einstein 1 Edition Sales and Service Cloud Unlimited Edition All Industry Cloud Unlimited Edition Service Cloud Enterprise Edition + Digital Engagement Sales Cloud Enterprise Edition + Digital Engagement Sales Cloud Unlimited Edition + Digital Engagement Sales and Service Cloud Enterprise Edition Edition + Digital Engagement Contact Tectonic if you need assistance preparing for these changes. Review the benefits of Messaging for In-App and Web, and compare the modernized channel to Salesforce’s legacy chat product. FEATURE CHAT MESSAGING FOR IN-APP MESSAGING FOR WEB Persistent Conversations Persistent Conversation History (with User Verification) No Yes Yes Asynchronous Conversations (with User Verification) No Yes Yes Cross-device conversations (with User Verification) No Yes Yes Session Continuity Across Tabs Yes N/A Yes Session Continuity Across Subdomains Yes N/A Yes Settings Route to Agent, Queue, Bot, or Skills Yes Yes Yes Automated Proactive Messaging No Yes No Proactive Messaging by Agents No Yes No Keyword-Based Automation Yes Yes Yes Omni-Channel Sidebar Support No Yes Yes Pre-Chat Form – Visible and Hidden Fields Yes Yes Yes Terms and Conditions Acceptance in Pre-Chat Yes Yes Yes Customize Pre-Chat with Lightning Web Components Yes Yes Yes Populate Pre-Chat API No Yes Yes Einstein Bot Support Yes Yes Yes Business Hours No Yes Yes Custom Branding and UI Labels Yes Yes Yes Multi-Language Support Yes Yes Yes Auto-Response: Conversation started/ended, agent joined, and so on. No Yes Yes Post-Chat URL Yes Yes Yes Salesforce Surveys Yes Yes Yes Estimated Wait Time No Yes Yes Idle Customer Timeout Yes Yes Yes Queue Position Yes No No Public REST API Yes No No Channel Menu Support Yes No Yes IP Blocking Yes No No Sensitive Data Rules Yes Yes Yes Agent Alias No Yes Yes Delete Data (API) No Yes Yes Individual-Object Linking Flow Template No Yes Yes Clone Mobile Deployment No Yes N/A Sneak Peek Yes No No Supervisor and Agent Experience Service Console Integration Yes Yes Yes Supervisor Monitoring Yes Yes Yes Flag Raise and Whisper Yes Yes Yes Transfer to Agent, Queue, or Skills Yes Yes Yes Browser Notification for Assigned Conversation Yes Yes Yes Outbound File Attachments No Yes Yes Einstein Reply Recommendations Support Yes Yes Yes Einstein Work Summaries Support Yes Yes Yes Actions and Recommendations Sidebar Support Yes Yes Yes Right-to-Left Language Support for Agents Yes Yes Yes Customer Experience Inbound File Attachments Yes Yes Yes Emoji Support No Yes Yes Read and Delivery Receipts No Yes Yes Push Notifications No Yes N/A Save Transcript Yes No No Message Search No Yes No Right-to-Left Language Support for End-Users Yes Yes Yes Supported Sites External Website Yes N/A Yes Experience Site Templates: Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, and Customer Service Yes N/A Yes LWR Experience Site Templates: Build Your Own (LWR) and Microsite (LWR) No N/A Yes Commerce Cloud Templates: B2B and B2B2C Commerce templates No N/A Yes Mobile Publisher Yes N/A Yes Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

May 10, 2024in Hyperforce

24Apr

Salesforce Service Summer 24 Release Notes

Check out new features that enable customer service agents to work faster and more productively across customer service channels. Salesforce Service Summer 24 Release Notes. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

April 24, 2024in Salesforce, Salesforce Einstein, Salesforce Service Cloud, Unified Knowledge

28Aug

Salesforce Service Console

The Service Console serves as a standard Salesforce Lightning console app designed to cater to various service requirements, allowing customization for a personalized touch. What defines the service console? The Salesforce Service Console stands as the central interface within the Salesforce Service Cloud, a dedicated application for customer service, support, and customer experience. This unified console empowers agents by providing a comprehensive view of all pertinent customer information linked to a particular case or customer support incident. Streamlining case management: The split view feature enables agents to handle multiple cases on a single screen, with a preconfigured, three-column layout consolidating essential information and minimizing clicks and scrolling. Column 1 displays case details, contact information, and related cases for the parent account via Related Record and Related List Single components. Column 2 presents a prominent highlights panel with a compact case feed for efficient case updates. Column 3 incorporates related lists and relevant Knowledge articles for the case. Enhanced details tracking: The preconfigured utility bar facilitates quick access to History and Notes, with customization options to include additional tools such as Macros, Omni-Channel, and Open CTI Softphone. The Actions & Recommendations component provides users with a to-do list, showing flows, quick actions, and recommendations based on Next Best Action strategies. Noteworthy features of Salesforce console for service: While the Lightning console apps offer substantial benefits, some features present in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, are not yet available in Lightning console apps. Benefits of Salesforce console: The console proves beneficial for both Sales and Service roles, allowing support agents to handle multiple applications concurrently and maintain context as priorities shift. Sales representatives can effortlessly access tools to nurture leads, close deals, and manage relationships. Understanding Salesforce Lightning console: The Lightning Sales Console serves as a standard Salesforce Lightning app that consolidates various sales tools, providing easy access for prospecting leads, closing deals, and relationship management. Distinguishing Service and Service Console in Salesforce: Service Cloud encompasses the entire Salesforce instance or organization, while the Service Console is one of the apps within the Service Cloud. Accessed through Apps, the Service Console operates as a tab-based workspace, facilitating the management of multiple records on a single screen. Reach out to Tectonic today to discuss adding the Service Console to your Sales Cloud. Like1 Related Posts Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more 50 Advantages of Salesforce Sales Cloud According to the Salesforce 2017 State of Service report, 85% of executives with service oversight identify customer service as a Read more CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more

August 28, 2023in Salesforce Optimization, Salesforce Service Cloud

17May

What is Omni-Channel Salesforce?

What is Omni-Channel Salesforce? Omni-Channel is a Salesforce feature designed for Customer Service and Console applications that automates the routing of various work items, such as Leads and Cases, to agents. It ensures that work items are assigned to agents based on their capacity, priority, skill set, and other criteria. Features of Omni-Channel Benefits Omni-Channel in Salesforce Enhanced Omni-Channel Setting Up and Using Omni-Channel Key Differences: Multichannel vs. Omni-Channel Route Work with Omni-Channel Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions. Omni-Channel routes work requests to the most available and qualified support agents in the app. You can also provide real-time operational intelligence to support supervisors with Omni Supervisor. Agents no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for agents to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly. Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied. Omni-Channel is supported in both Lightning Experience (recommended) and Salesforce Classic. You can run Omni-Channel in both standard and console apps. Route Work with Omni-Channel Use Omni-Channel to route work items to queues, agents, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. Omni-Channel routes work based on the defined routing logic. When an agent is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the agent’s capacity consumed by the work item. But the declined work item remains owned by the declining agent until the work is routed again. If the agent declines a work item or doesn’t accept the work item in the specified time period, Omni-Channel doesn’t try to route that work item to that agent again. If an agent accepts the work, they can transfer the work to another agent. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Set Up Omni-Channel Set up Omni-Channel to route any type of incoming work item to the most qualified, available support agents in your call center. Omni-Channel integrates seamlessly into both console and standard apps. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Test Your Omni-Channel Implementation Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly. To test your implementation, route a work item to yourself. Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds. Manage Agents, Queues, and Skills with Omni Supervisor Manage agents, queues, and skills in Omni Supervisor. Get to Know the Omni Supervisor TabsSupervisors can check the health of their call center in real time using the Agents, Queues Backlog, Assigned Work, and Skills Backlog tabs in Omni Supervisor. These tabs let supervisors see which work items are open and active, who’s assigned to what, and other details such as open capacities and average wait times for customers. Provide Customer Support for Real-Time Channels with Omni-Channel Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support. Use the Omni-Channel Component to Work with CustomersTo begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. Use the Omni-Channel Component to Work with Customers To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. When you mark your status as available in Omni-Channel, you begin receiving work requests, like phone calls. Work items assigned to you appear in Omni-Channel until you complete, transfer, or decline them. TIP By default, phone calls are taken through the same speakers and microphone your system device uses. To take calls through different audio devices, click the Settings icon on the Omni-Channel component and choose your preferred devices under Input and Output. The devices you choose are only set only for your current browser. For example, if you choose a device for Google Chrome, that device isn’t set for Mozilla Firefox. This feature isn’t available in Apple Safari browser. If you set up a service channel to use the tab-based capacity model, Omni-Channel determines agent capacity based on the open tabs. Each tab is a session for a specific work item. To close the work item and remove it from your Omni-Channel instance, close the tab for that item. The tab-based capacity model releases an agent’s capacity

May 17, 2022in Salesforce, Salesforce Implementation Services, Salesforce Service Cloud

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