Service Cloud

#SalesforceSummer22 – Customize the Agent Experience with Omni-Channel Alert Sounds

#1MinuteTip #SalesforceSummer22 Define custom sounds to notify agents when work is routed to them in Omni-Channel. You can play a different sound for each service channel or group of agents.

For example, to differentiate the type of work, you can play a ringing sound for incoming calls and a ta-dah sound for incoming messages.

Salesforce Omni-Channel Alert Sounds

References & Useful URLs

#SalesforceSummer22 – Raise Flags and Whisper in More Channels

#1MinuteTip #SalesforceSummer22 The Phone, Messaging for In-App, and Messaging for Web enhanced channels support flag raises and whisper messages.

For example, an agent can raise a flag to get their supervisor’s attention, chat with them with two-way messaging, and then ask them to join the call to help resolve a complicated customer issue.

Previously, only the Service Chat standard channel supported agents raising flags and supervisors sending one-way messages to agents.

Salesforce Raise Flags and Whisper in More Channels

References & Useful URLs

#SalesforceSummer22 – Get Incident Management Insights

#1MinuteTip #SalesforceSummer22 Glean how your company addresses and resolves incidents with Incident Management reports and dashboard. See how many incidents, problems, and change requests were created and closed. And measure user adoption with monthly active users.

From the Incident Management setup page, install the Incident Management dashboard managed package.

Incident Management Dashboard in Salesforce

References & Useful URLs

#SalesforceSummer22 – Incidents Swarming in Slack

#1MinuteTip #SalesforceSummer22 Help your customer service and development and operations (DevOps) teams better collaborate when a widespread incident occurs.

With Slack swarming now available for incidents, problems, and change requests, your DevOps teams can get visibility into an incident as they work toward resolution. And your service teams can get timely incident progress reports to keep customers updated.

Incidents Swarming in Slack

References & Useful URLs

Step By Step Guide To Setting Up Live Web Chat in Salesforce

Salesforce Live Web Chat (previously known as Salesforce Live Agent)
Salesforce Live Web Chat (Source: Salesforce)

Acknowledgement: This step-by-step guide has been contributed by one of the trailblazers – Khyati Mehta.

Salesforce Live Chat / Live Web Chat (previously known as Salesforce Live Agent) is a feature that allows customers to communicate with company via the web through instant message.

These days customers prefer Live Chat over the phone or email to communicate with the company. With Live Chat, communication is in near real time and is stress free.

In this guide we will take a look at how to configure live chat in Salesforce. We will get the basic Live Chat functionality configured and tested in just under 10 minutes and then take a look at some of the additional features and functionalities that Salesforce offers.

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