Key Features

• Lightning Console: Boost agent productivity and optimize team workflows with easy access to information, including knowledge base, customer profiles and subject matter experts via responsive and dynamic dashboards. 
• Case Management: Help agents resolve cases faster by keeping them connected to answers, activities and intel while assigning issues to the most appropriate sales representative with an AI-powered routing system. 
• Service Cloud Voice: Equip agents with better insights and tools through Einstein Intelligence for delivering world-class customer support. Simplify setup, purchasing and rollout of contact center telephony with Amazon Connect and Service Cloud Voice integration. Solve customer issues quickly with tools such as IVR, intelligent cloud telephony, CRM data and call routing and storage. 
• Knowledge Base: Allow customers and agents to get answers through a suite of readily available knowledge bases and articles. Ensure the accuracy of content with robust incident management solutions and KCSv5 verified knowledge management. 
• Service Process and Automation: Eliminate repetitive and manual chores by automating internal procedures and processes. Design a point-and-click interface to update and create call logs and records, send emails and launch workflows. 
• Omnichannel Routing: Engage with customers through various support channels such as web, phone, email, mobile Live Agent chats, social media, community sites and video chats. Route cases from different channels to appropriate agents based on priority, complexity and the agent’s availability, capability and capacity.  
• Telephony Integration: Lower handle times and boost customer satisfaction rates by knowing the history before receiving the call. Automatically log the notes taken during the chat and associate them with related details such as customer records. 
• Social Customer Service: Manage customer responses and problems from social media platforms through Salesforce Social Studio and service cloud integration. Route social cases to the appropriate agents by using classifiers, language detection and keywords. 
• Service Analytics: Help agents make informed decisions and offer personalized support to customers by accessing service cloud data and the latest trends and patterns discovered by Einstein. Stay ahead of business issues and concerns by identifying customer and product issues and churning risks with predictive insights. 
• Visual Remote Assistant: Troubleshoot setbacks and user queries from anywhere through video call assistance along with screen sharing capabilities. Leverage AI-powered character recognition and stay connected even with low bandwidth and offline. 

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