A product demo presenting the Lightning Service Console (Salesforce) that centralizes multi-channel customer cases into a single console. Describes intelligent routing, configurable customer views, responsive design and keyboard shortcuts, collapsible case feed, knowledge/expert integration, macros and publisher actions to speed agent workflows and SLA tracking.
Lightning Service Console lets agents everywhere deliver fast personalized customer service more efficiently than ever before. They can use it to bring cases across all channels phone, email, social channels and even connected devices into a single place. Intelligent features such as routing top priority cases to your next available agent ensure your most important cases are resolved right away. Agents get a complete view of the customer that they can configure with all the relevant information so they can track down upcoming milestones for service level agreements. With the console's responsive design and keyboard shortcuts, your agents will work the screen like it's second nature without scrolling or clicking in multiple places, and the collapsible case feed provides a concise case history overview. You can also drill into the details of a particular issue without having to jump tab to tab. With knowledge, agents can quickly find the right answers to customer questions and use experts and topics to tap into the resources they need to resolve every every case, every time. Macros reduce repetitive actions associated with frequently asked questions to a single click and publisher actions let your agents complete tasks like sending a follow up email or scheduling an on site appointment without ever leaving the case. Deliver faster, more Personalized customer service With Salesforce.
