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Learning Objectives

After completing this unit, you’ll be able to:

  • Describe how to scale your support with AI-powered Einstein Bots.
  • Discover how to enable customers to manage service appointments on your website with Snap-Ins for Appointment Management.
  • Explain how to close cases faster by routing work to the most skilled agent with Omni-Channel Skills Based Routing.

Einstein Bots

Increase case deflection and reduce handle time with AI-powered chatbots. Natively built on the Salesforce platform, Einstein Bots can be set up declaratively and are pre-integrated into your CRM data and real-time channels. Use Einstein Bots to collect and qualify customer information to resolve routine issues or seamlessly escalate to an agent for fast resolution.

Learn more about Einstein Bots.

Service Cloud Mobile

Empower your employees to triage, manage, and resolve cases on the go with the new native mobile app. Push notifications keep agents up to date on the status of their cases, making it easier for them to provide customers with fast, responsive service.

Learn more about the Service Cloud mobile app.

Field Service Lightning: Snap-Ins for Appointment Management

Deliver options for your customers to create work orders and book and manage service appointments directly on your website. With Snap-ins you can easily embed a branded appointment booking experience, declaratively on your website or community. Even customize the appointment booking process according to your own business processes with Lightning Flow.

Note

Note

This release contains a beta version of Snap-Ins for Appointment Management in Field Service Lightning, which means it’s a high-quality feature with known limitations. Snap-Ins for Appointment Management in Field Service Lightning isn’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Learn more about Snap-ins for appointment management.

Lightning Flow

Guide agents step-by-step through service processes as they interact with customers. Empower agents to select the right processes for every customer interaction, to resolve customer issues with consistency and accuracy. Display only relevant fields for each process, and configure dynamic UIs so that agents have a script for complex interactions where regulatory compliance requires them to use specific language.

Learn more about Lightning Flow.

Omni-Channel Skills-Based Routing

Ensure that cases are always routed to the right agent, to solve the case the first time, with Omni-Channel skills-based routing. Automatically push cases to agents based on their skill set, availability, and capacity through the power of the Omni-Channel Routing engine.

 Learn more about Omni-Channel skills-based routing.

Shield for Field Service Lightning

Deliver trust and compliance with Salesforce Shield capabilities for any work done by mobile employees and onsite service. Encrypt the Address, Description, and Subject fields on work orders, work order line items, and service appointments, and track work with field audit trails.

Learn more about Shield for Field Service Lightning.

Case Email Enhancements

Streamline email communication and increase agent productivity with all-new case email enhancements. Set up email to dynamically pre-populate based on certain case criteria to save agents time and ensure consistency. And with the improved email publisher, agents can drag and drop attachments, have quick access to functions like reply, and never have to worry about losing their work with auto-save.

 Learn more about  case email enhancements.

Resource Scheduling Optimization

Quickly reshuffle work for a mobile employee when schedule disruptions happen in the field. Resource Level Optimization automatically gathers all future maintenance in the appointment area, and recreates an optimized schedule.

Learn more about resource scheduling optimization.

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