Category: Live Chat

Setup Service Cloud Lightning Snap-Ins with Omni Channel – Basic Steps

When it comes to CRM Customer Engagement, as per Gartner’s Magic Quadrant for the CRM Customer Engagement Center, Salesforce is the in the “Leaders” section. Gartner estimates that 20% of Salesforce’s new revenue came from Service Cloud in 2016 and it expects to exceed $2 billion in 2017. Reference: Gartner.Service always tries to bring new features, innovations to market and the goal is always to increase customer satisfaction. In order to serve the customer better, Salesforce introduces a new feature called – Service Cloud Lightning Snap-In. Service Cloud Lightning Snap-ins are a fundamentally new way to deliver a service experience for today’s connected customers. In this post, I will explain how to configure Lightning Snap-Ins with Omni Channel and receive chat request. So I know you guys are really excited to know this new feature. So without any further detail, let’s get into the main topic. I am going to mention the steps below. If there is any pre-requisite, I will mention the same.Step 1: Pre-Requisite: Live Agent and Omni Channel is enabled.You need to make sure Live Agent and Omni Channel is enabled. There should be user present in your org with Live Agent checkbox checked. Omni Channel should be added to your console app.Step 2: Create Queue for Live Chat TranscriptStep 3: Create Omni-PresenceStep 4: Create Live Chat ButtonStep 5: Create Live Agent DeploymentStep 6: Create Force.com Site. You can...

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Salesforce Live Agent Chat – Objects

In this post, I am going to explain about the standard objects which will be created by default the moment you enable Live Agent in your organization. Let’s start – Live Chat Visitors:This object contains information about the visitors who has initiated the chat session. One important field here is the Session Key. A session key in a unique record which is stored on Live Chat Visitor’s record and end user’s machine as a cookie. But why? The reason is if the end user is initiating multiple chat sessions, then Salesforce will link all Live Chat Transcripts records (This is another object, which I will explain in a few minutes) to this unique Live Chat Visitor record. Here is a sample Live Chat Visitor record. Live Chat Transcripts:This is the record which tells you the conversation that happened between your Service Representatives and End Users. It stores the chat transcripts. Salesforce will automatically create the record for you as soon as the chat session is ended and your service representatives close the chat transcript. Here is sample Live Chat Transcript record.Live Chat Transcript Events:This object tracks all the events that occur between Service Representatives and Customer during the chat. Few important events are like Chat Request, Accept Request, Route Information, Transfer information. You can see the detail of events – https://help.salesforce.com/articleView?id=live_agent_transcript_events.htm&language=en&type=0Here is sample Live Chat Transcript Event record.Live Agent Sessions:This...

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Salesforce Live Agent Chat – Understand the Basics

Using Live Agent Chat, Sales Representatives can chat with their customers and solve their problems or answer their questions. In today’s world providing first class services to customers is very important and chat support plays an important role here. Live Agent Chats are referred as Live Chat as well. With Live Chat, customers don’t need to wait for the long queue or need to wait for replies for their email queries. They can get immediate attention which eventually improves customer satisfactions. Trailhead comes up with a very good project “Build a Branded Chat” which explains how to enable Live Chat and it’s basic configurations. I recommend everyone to please go through this one and understand the basic of the Live Agent Chat first before proceeding further. Below is the visual representation of “Live Agent” Object Model. Though I am saying it “Object Model”, but most of them are not objects. :-)  Let’s try to two basic terminologies associated with Live Agent.1. Skill:To understand Skills, we first need to understand how we want to support our customers – is it based on geography? Is it based on business units? Is it based on products? etc.. Then based on the answers you will hire employees and train them so that they can support your customers. These peoples are known as Sales Representatives who normally support your customers. So let’s say, the...

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