Computer telephony integration (CTI)

Computer telephony integration (CTI)

In this session we will learn about Computer telephony integration (CTI)  in salesforce and how to connect Amazon connect with Salesforce CTI with step by step process. What is CTI? Computer Telephony Integration is a type of technology that enables computer and telephone system to interact together. Salesforce Call Center...

Continue reading

Salesforce Digital Engagement

Salesforce Digital Engagement

Digital engagement is an interaction between an external consumer/customer and an organization through various online channels. In this session will talk about Salesforce Digital Engagement and how to setup it in Salesforce. What is Salesforce Digital Engagement? Engage customers at the right time across any digital channel like mobile messaging,...

Continue reading

Enterprise Territory Management

Enterprise Territory Management

In this session we will talk about Enterprise Territory Management (ETM) in Salesforce. What is Enterprise Territory Management? Helps to manage and maintain company’s sales territories. Enterprise Territory Management Organize your Accounts, Opportunities, Leads, and Cases by Territory. Easy to keep track of which reps are assigned to which accounts...

Continue reading

Omni-Channel Routing

Omni-Channel Routing

Omni-Channel is a feature that can be used in the Sales or Service Console which when once enabled and configured, automatically pushes work to your users in real time. Omni-Channel basically checks the assigned work items and then will route the work items to the most qualified, available support agents...

Continue reading

Live Web-Chats

Live Web-Chats

Live Web-Chats: Web-Chat is a channel that helps connect customers to support agents so they can get the help that they need, where and how they want it. In this video, we will understand how to set up webchats in our org and can we utilise this wonderful out of the...

Continue reading

Salesforce knowledge management

Salesforce knowledge management

Give your website visitors, clients, partners, and service agents the ultimate support tool. Create and manage a knowledge base with your company information, and securely share it when and where it’s needed. Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on...

Continue reading

Case Escalation Rule

Case Escalation Rule

Welcome in 2nd session of Case management. In our first session of Case management in Salesforce, we talk about different way to create case like email to case, web to case and manual. In this session we talk about case lifecycle and resolution process. What is support Process? Process necessary...

Continue reading