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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.

If you are a video person, feel free to watch the below video as well

Coming back to a blog post, once Messaging is enabled, click on add new Channel and select the Facebook Messenger option as shown below image.

On the next screen, you would be prompted to authenticate to your company’s Facebook account.

On the next screen, you would be provided with a list of all pages of your Facebook account. Select one or multiple pages and provide consent.

From here, we have two choices. Either create a new queue in Service Cloud or reuse an existing one. In the above video, I have created a new queue and did all the basic Service Cloud Setup.

Now, all that is left out is to make sure your Facebook page has a messenger button and start collecting the highest CSAT score possible for your service cloud call center.

Feel free to leave your feedback and comment in this post.

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.

Live Message product in Salesforce was part of heywire acquisition in 2016. However, like most Salesforce products, Live Message is scheduled to be retired in an effort to give a single omni channel experience to customer reps for all digital channels, which in my opinion is a welcome move.

Enough of background, let’s dive into how do we set up SMS in digital experience.

If you are video person, go ahead skip this post and watch below video.

First step is to navigate to Setup | Feature Settings | Service | Messaging Settings and enable Messaging.

Now, click on New Channel and select SMS Text Messaging.

Depending on which country you are setting up SMS, you may need Letter of Authorization (LOA) or not. Refer this link to know more about what is LOA and what information needed by Salesforce to add phone number.

Once case is created, Salesforce would take some time to add phone number and activate it for use.

Next step is just like any other service channel, add contact center users in Queue and assign presence status to their profile or permission set.

Once all setup is done, open Sales or Service console, change presence status of Omni channel to be available for messaging and start providing world class service to your customer.

If this blog post helped you, feel free to let me know your thoughts in comments.

This video explains some of basics of configuring Service cloud console in Salesforce.

Below are topics covered in this video :

1. Setting up Highlight Panel
2. Enabling Knowledge One component and auto search article on basis of Subject entered
3. Disabling related list on left panel
4. Adding service console component on left panel
5. Enabling Interaction log

For latest Salesforce Video, you can subscribe to my channel as well. Feedback and comments are much appreciated.

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.

Step 1 : Enable Omni Channel

Navigate to Setup | Build | Customize | Omni-Channel | Omni-Channel Settings and click on checkbox Enable Omni-Channel.

Step 2 : Create a Service Channel

Next step is to determine that which object should be enabled for Omni-Channel. In our case, we will select Case object. It can be done by navigating to Setup | Build | Customize | Omni-Channel | Service Channels | New. If you know how to build custom components in Service cloud then you can customize Omni-Channel component here.

Step 3 : Create Routing Configuration

This is very important step where we define size of incoming work which needs to be auto assign to agents. Navigate to Setup | Build | Customize | Omni-Channel | Routing Configurations.

In Routing Settings, we need to define priority of incoming item. The routing priority determines the order in which work items across your Omni-Channel queues get pushed to your agents. Work items with a lower priority number get pushed to your agents first.

The routing model determines how to evenly distribute work items to your agents and acts as a tiebreaker if two or more agents feasibly qualify to take on the same work item. If you choose “Least Active” as your routing model, the agent who has the fewest number of open work items will be the lucky winner. If you choose the “Most Available” routing model, new work will be routed to the agent who has the greatest difference between the work item capacity they can handle (as determined by the capacity they’re assigned in their Presence Configuration) and the capacity of the items they’re actually working on.

Push Time-Out determines how much seconds agent has to accept incoming work before it is rerouted to another agent.

Step 4 : Create Presence Statuses

Basically, there could be only two statuses. Agents are either available for incoming work item or busy in some other task. Online statuses let agents receive new work items. Busy statuses make your agents appear away and indicate that they’re unavailable to receive work items

You might be wondering that if that’s situation then why do we even need to create status ?

Consider this, we have omni channel enabled for Case and Lead. Agent want’s to accept any new Lead however don’t want to work on case. There are many other scenarios and that why its very useful.

We can define Service channel for which the status will be enabled.

Step 5 : Setting up Presence Configurations

Next step is to define which users are able to access Omni Channel status. We need to create a new Configuration by navigating to Setup | Build | Customize | Omni-Channel | Presence Configurations.

Presence Configurations determine how much work agents can take on and what Omni-Channel behaviours they can access while they assist customers. You can have multiple configurations for different types or groups of agents who handle different work. Each agent can be assigned to only one Presence Configuration. Unless you assign them to another configuration, all of your agents are assigned to the Default Presence Configuration, which Salesforce creates for you automatically to get you up and running more easily.

You can specify your agent’s overall capacity for work items―that is, the amount of work an agent can take on at a time. In addition, you can indicate how agents can interact with work that’s assigned to them, such as whether or not agents can decline assignments. You can assign individual agents or whole profiles to Presence Configurations. Remember, each agent can be assigned to only one configuration.

Step 6 : Providing access to Profile for Presence Statuses

Next step is to determine which profile can see statuses of omni channel. Navigate to profile and add all statuses as shown in below image.

Step 7 : Enable queue for Routing configuration

Now we need to link Queue with correct Routing Configuration created in step 3. Queue with help of assignment rule will decide which type of records needs to go to that queue and Routing configuration can decide work load and auto assignment of record to queue members.

Step 8 : Add Omni Channel component in Service cloud

Last step is to enable Omni channel component in Service cloud. And we are done. You can jump into Omni channel right now, don’t worry water is fine

If you are interested, below Video walks through complete process of setting up Omni Channel in Salesforce.