I’ve had a lot of conversations recently with people eager to try out an Agentforce Service Agent on the website, but worried about the bigger implications of needing to do a full upgrade of their Messaging channel. Common scenarios Do any of the below sound familiar? If so, then writing this blog post to share […]
Below are experiences of the authors, and referencing features in pilot and actively updating every month One of the most exciting innovations for me in the last 12 months has been Salesforce Unified Knowledge, because of the power it has to truly revolutionise AI automation in Customer Service. I figured since I’m writing some blogs […]
Below are experiences of the authors, and referencing features in pilot and actively updating every month So you’ve built a new Agentforce Agent and wondering how to connect it up to a communication channel and get it talking to customers? Key note, Agentforce at GA will support all Enhanced Messaging channels, including SMS, WhatsApp, Web […]
By now I suspect many of you might have seen the tweets (posts?) from Marc B about Agentforce, or some of the great company announcements that have been shared. The next generation of Customer service, moving away from traditional Bot experiences, towards a tool that can have a full conversation with a customer, should be […]
When Service Cloud Voice launched a couple of years ago it was a game-changing opportunity in so many ways. There were a lot of problems that it solves for, particularly on the User experience and swivel chairing between the Phone system and the Agent Desktop, but an interesting one was that companies could now use […]
The Omni team is a month or so into a very interesting Pilot just now, moving to allow admins to define two capacities for Agents instead of just one. I thought I’d write a short blog post to share what we’re learning from customers, and also a bit about what the feature is an how […]
I wrote a post recently about how to set up routing for Service Cloud Voice, which now uses Flows in Salesforce to decide what queue to route to. One of the questions I got back was how to leverage data captured from the IVR to drive the routing decision. It’s a great use-case, as it […]
Overview Traditionally with Chat, there was a 1:1 relationship between the Chat Button and a Queue, so it was never easy to build dynamic routing logic in. If we wanted some chats to go to the sales team, and others to service, or if we wanted to prioritize VIP customers over others, we had to […]
How it works (under the covers) The great thing about the upgrades for Routing of Service Cloud Voice that are GA in Spring is that it makes setup for Voice routing simpler and more powerful at the same time. It keeps all of the existing flexibility of Amazon, but enhances it with Salesforce data, and […]
Overview In Spring 22 there’s a massive leap forward in making the setup for Routing both easier and more powerful with the GA of Omni Flows for Service Cloud Voice (for Amazon Connect). In the past, we needed to configure all of the Routing Requirements inside an Amazon Contact Flow. While an incredibly powerful tool, […]