Tag Archives: Salesforce

What Customers Expect from Chat Support

Customers expect excellent service via all support channels

Recently, I had to update the booking of an airline ticket.  Whatsapp and Facebook Messenger were presented as support channels.  So, looking forward of not having to call, I chose Messenger.  Little did I know that it would take 5 business days to get my question resolved… When you call a contact center, you expect […]

Integrate A Voicebot In Your Contact Flow

Enhance customer experience via an intelligent voicebot

Service Cloud Voice brings Interactive Voice Recognition (IVR) functionalities to your Salesforce implementation. Integrating simple voicebot functionalities in your contact flow may automate standard repetitive tasks.  Normally, these tasks take unnecessary time away of your support team.  By automating these tasks, your support agents may focus on more complex, and more attractive tasks. Likewise, providing […]

Default Required Skills in Dynamic Skills-based Routing

Default a required skills with skills-based routing

With Skills-based routing in Salesforce, you have the ability to dynamically select the best-placed support agent, to answer an incoming question.  But there may be situations where you want to have one or two required skills.  These skills should always be met. Next to other skills, where you may want to reduce their importance if […]

Handle incoming Voicemail messages from within Salesforce

Amazon Connect Voicemail

Some may say that Voicemail is a legacy solution, which is not to be used anymore in times of social media.  However, there are still use cases where Voicemail is a viable channel in your support strategy. Voicemail for Amazon Connect (BYOT) Although Amazon Connect has no Voicemail functionalities available out-of-the-box, we created a standard […]

Using External Routing solution with Salesforce

External routing allows you to use your existing communication platform with Salesforce Omni-channel.  In a ‘pure’ implementation, Salesforce decides which agent should answer an incoming work item.  When you prefer using the decision engine of your existing unified communication platform, External Routing allows you to do so. Why External Routing? Salesforce Omnichannel routing allows to […]

Unified Desktop and Salesforce

Salesforce and Unified Desktop

The other day, I was in a conference call about contact center trends and how Salesforce fits into the picture.  One of the items that was seen as a Leading component is the usage of a unified / Intelligent desktop. Unified Desktop A Unified Desktop, or Unified Agent Desktop, in a contact center environment, may […]

Where to start with Salesforce CTI implementations?

Salesforce CTI with Amazon Connect

Companies regularly ask how they may integrate incoming calls with Salesforce.  The don’t always look for a complete omnichannel approach yet. But they search for a solution to get customers connected with the right agent and ensuring that the agent has the correct information displayed. So these are talks about how starting off with such […]

Service Cloud Voice & non-voice channels in Salesforce

Service Cloud Voice support agent

With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support via multiple channels. Service Cloud Voice benefits Answer calls via the Omnichannel widget I believe that being able to answer all channels via one and the same widget is a big advantage. With AppExchange solutions, Phone interactions were handle via […]

Let the Skills be with you

Set correct skills weight and workload for correct work distribution in skills based routing

The goal of Skills-based routing is to get the best available agent answering the incoming question.  The concepts are the same when making a local implementation, but the complexity may rise when implementing skills-based routing over multiple channels, countries and languages. We already described the basic setup in the article: Configuring Skills-based routing in Salesforce.  […]

Configuring Skills-based routing in Salesforce

Salesforce Omni-Channel Skills-Based Routing

As mentioned in our previous article, Salesforce Skills-based routing may get used to route incoming – non-voice – questions to the best-skilled agent.  Based on the data available with the incoming question, a match may get made with the skills of the available agents.  And so, Salesforce will push the question to the agent that […]