We just got digital engagement for WhatsApp Channel, however we don't use service cloud. Our sales reps want to use this for one on one conversations with their leads. All the documentation is about service cloud - are there any digital engagement for sales cloud implementation documents available?
,
I did a quick search and
didn't find much specific sales cloud documentation. I think you could log a case with support and ask the question to them. There's a chance they will have something they can share, that I'm not finding in my searches. Also, there's a chance the digital-engagement community groupmight have something specific to share. They do hands-on-workshops and various "world tour" events, there's a chance they have some specific recordings or PDFs that isn't in our general knowledge base. So, if you have a moment, I'd suggest reaching out to those two places.
That being said - most of the setup for WhatsApp/Digital Engagement is going to use the same underlying feature sets as Service Cloud. "OmniChannel" is how you'll route messages to the right person who'd answer it using the "Console" experience, and use "service tools" like Quick Text and macros to make it more efficient.
Even the help documentation notes something like "it's the same for sales and service... we may say Service Agent instead of Sales Rep in a few places..." but the steps are the same.
So, even though you've got a sales use case, most of the setup and tools will be very similar to Service Cloud.
My recommendation - follow the Service Cloud documentation the best you can. If you hit a specific roadblock/challenge along the way - ask about that specific part of the product/process in the Digital Engagement channel. You'll probably get better results.
