Service Cloud

Display Rich Interactive Content to Your Chat and Bot Users

#1MinuteTip Here is a useful LWC pack from Salesforce Labs on AppExchange that will enhance the experience of your customers using Chat & Bot. With this pack, you will be able to embed the following in your chat window:

  • Show a Date Picker and the customer select a date
  • Show Google Map for a particular location
  • Show HTML
  • Let customers upload a file
  • Show records as tiles (e.g. all open cases) and let customer select a record
  • Show carousel (e.g. display product images)
  • Embed a Flow

References & Useful URLs

#SalesforceWinter23 – Einstein Bots Learning Map

#1MinuteTip #SalesforceWinter23 Whether you’re a bot admin or a bot developer, the new learning map identifies the must-see bots content to launch your bot. This learning map guides you through every step of creating an Einstein bot: planning for bot tasks, creating or customizing your new bot, connecting to channels, and extending your bot with new channels and clouds.

Einstein Bot Learning Map

References & Useful URLs

#SalesforceWinter23 – Direct Cases to Qualified Agents with Omni-Channel Flows

#1MinuteTip #SalesforceWinter23 Use automation in Omni-Channel flows to route cases to the right agents. When Email-to-Case generates cases from incoming emails, your Omni-Channel flow can determine where to direct them. Previously, Omni-Channel flows didn’t support case routing unless you created a record-triggered flow.

Salesforce Direct Cases to Qualified Agents with Omni-Channel Flows
Image Source: Salesforce Release Note Article

References & Useful URLs

#SalesforceWinter23 – Access All Omni-Channel Setup Tasks from One Page

#1MinuteTip #SalesforceWinter23 Less searching in Setup, more doing. To learn more about what Omni-Channel components to set up and get a list of all setup tasks, go to the new Omni-Channel setup home. The setup home also provides warnings when items aren’t correctly configured. On that page, you can also view details about and click a link to access every service channel instance defined for your company.

Salesforce Omni Channel Home Page

References & Useful URLs

#SalesforceWinter23 – Set and Track After Conversation Work Time

#1MinuteTip #SalesforceWinter23 Give agents a set amount of time after a customer call or messaging session to wrap up their work before they start a new one. Agents can use this time to send follow-up emails, update a case, or finalize their notes. Supervisors can use Omni Supervisor and reports to track the amount of time agents spend on wrap-up work.

Set and Track After Conversation Work Time
Image Source: Winter ’23 Release Note Article

References & Useful URLs

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