Service Cloud Voice & non-voice channels in Salesforce
|

Service Cloud Voice & non-voice channels in Salesforce

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

Let the Skills be with you

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

Configuring Skills-based routing in Salesforce

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…

Why Skills-based routing
|

Why Skills-based routing

Skills-based routing is available now for some time in Salesforce.  But, why would you want to make use of it? As a starter, the Salesforce Skills-based routing rules may get used for non-voice channels.  Next to Custom Objects, the following out-of-the-box objects may get used: Cases Leads Orders Messages Chats Incoming or outgoing telephone calls…

Optimizing routing based on MyTrailhead trainings
|

Optimizing routing based on MyTrailhead trainings

Skills-based routing is an important aspect for inbound (and outbound) contact centers.  How do you manage your agent’s skills?  How do you ensure that calls get routed to the best suited agent at all times?  And how do you follow-up on agents that build new skills? MyTrailhead Earlier this year, Salesforce announced MyTrailhead as a…