Yes, you have read it right. We would be integrating Salesforce & Facebook Messenger within 5 minutes without writing any single like of code.
This impossible task of integrating two systems seamlessly is done by Digital Engagement. If Digital Engagement is a new product for you, I would strongly recommend reading my previous post, where I covered it in a little bit more detail.
What do you need to set up Digital Experience?
You would need a business that you want to grow by leaps and bounce, its Facebook Page, Salesforce Service Cloud, and Digital Experience add-on license.
Once you got all these, the first step would be to enable Messaging and for that navigate to Setup | Feature Settings | Service | Messaging Settings and enable Messaging.
Amazon, Apple, Google, etc all trillion-dollar companies, what do they have in common? Their obsession for customer service & keeping customers at the center of your business.
It’s not only about trillion-dollar companies, but also medium and small businesses, if they want to succeed in this comparative market, they need to make sure customer service is at the heart of their business.
If I ask you a question, which technology gadget you cannot live with ? That’s your mobile phone and it is pretty much possible that you are reading this blog post right now on your mobile device.
So, if you are a customer and you have some issue, what are some of the options that you would like to use to contact companies? Phone calls are great but the problem is its real-time communication and you need to be on call with a customer representative and cannot do multi-tasking.
The email could be another option, but spammers, marketers they have flooded our email box and to be honest, I hate opening my emails, there are tons of unread email every day.
So, what point I’m trying to make here? I’m indirectly talking about channels and ways customers can try to connect to the company if they face issues. Phone & emails are out because of some reasons mentioned above. The few options which are left are Social media, Live chat, or SMS. Customers can do multi-tasking while using all these channels. They don’t need to be on call for 30 mins or 1 hour to get issues resolved.
That brings us to our blog post title, how can we use SMS in Salesforce to enable customers to reach out via text message? Today, we have lots of options like AppExchange products, Live Message and then there is the new kid on the ground – Digital Engagement.
Many times I struggle to remember how to configure some components in Service cloud because, there are many features which has been disabled. Many new feature needs some extra configuration to enable it. For example, like to enable Knowledge One, we need to disable traditional article component
This video explains some of basics of configuring Service cloud console in Salesforce.
Below are topics covered in this video :
Setting up Highlight Panel
Enabling Knowledge One component and auto search article on basis of Subject entered
We can route case or lead records to Queue on basis of assignment rules. Queue can also be set as an owner for custom object records. However, once record is assigned to queue, it needs manual intervention to assign it further to members in queue or queue member can assign to themselves. Queue members assigning to themselves, however may result into cherry picking. Some agents may resolve easier cases and some of them only gets time consuming or hard cases.
Omni-Channel offering from Service cloud is promising product and resolves this problem to some extend. It can automatically route records to agents in queue on basis of incoming case complexity and work load of agents.
In this post, we will walk through steps to set up Omni-Channel.