Visual remote assistant salesforce9/18/2023 Provide immediate assistance over video chat, so you can ensure a positive customer experience every time. Visual Remote Assistant – Give visual support and get valuable customer face time, from anywhere.Asset and Order Management – Equip your agents and your customers with the tools to track and manage orders with just a few clicks.Call Center Management and CTI Integration – Solve phone cases faster and unlock AI-powered productivity tools by integrating cloud telephony into the service console. Lastly prior to accessing the Visual Remote Assistant - Configuration page admins will need to create a perm set which includes the custom permission tspa.Remote Expert perm and assign it to themselves or anyone accessing the Visual Remote Assistant configuration page.Service Analytics – Boost team efficiency using prebuilt dashboards that monitor agent performance, key KPIs, and channel usage, from anywhere.Omni-Channel Routing – Automatically match cases from any channel - messaging, chat, social, email, and voice - to the right agent based on skill set and expertise.Service Process Automation – Create end-to-end workflows to automate and scale repetitive business processes with drag-and-drop simplicity.Knowledge Management – Enable quick case resolution and maximize agent productivity with recommended articles and optimized article search.Case Management – Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction.Equip them with built-in productivity tools and a 360-degree view of every customer. Agent Workspace – Allow agents to handle cases seamlessly from one screen with an easy-to-use service console.Scale and optimize customer service by leveraging AI and integrating popular support channels - like phone, messaging, and chat - directly into the agent workspace. With Service Cloud, your agents have a holistic view of every customer, whether they’re in the contact center or working remote.
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