#1MinuteTip #SalesforceSpring21 When agents and supervisors listen to customer call recordings, they can comment directly on the recording instead of taking copious notes. Collaborate by adding comments, ask questions, and mention colleagues using the familiar Chatter-like commenting tool. Annotated call recordings in Service Cloud Voice improve customer service, increase agent productivity, and enhance agent training.
References & Useful URLs
- Salesforce Spring ’21 Release Note Article – https://help.salesforce.com/articleView?id=release-notes.rn_voice_call_collaboration.htm&type=5&release=230