Questions and Answers
What is the primary difference between multichannel and omnichannel?
What is the primary benefit of Omni-Channel Routing?
What is the primary function of Omni-Channel Supervisor?
What type of information is streamed live into the Omni-Channel Supervisor panel?
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What is the benefit of using the Service Cloud platform for omnichannel service?
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How do agents make themselves available to receive cases in Omni-Channel Routing?
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What is the advantage of using Omni-Channel Supervisor in the Service Console?
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What type of data can be drilled down into using Omni-Channel Supervisor?
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What do customers expect when it comes to getting help?
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What is one way that customers can get help with the Service Cloud platform?
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What is Embedded Service for the Service Cloud platform?
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What is one feature of Live Agent chat?
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What is one benefit of using Messaging?
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What is one feature of SOS video chat?
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What is one benefit of using Messaging for agents?
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What is the result of using Messaging in terms of call center ROI?
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Study Notes
Omnichannel Basics
- Omnichannel means delivering service on multiple channels, but with a seamless customer experience across all channels.
- Multichannel delivers information using different channels, but it's not always seamless, and the customer experience may vary.
Service Cloud Omni-Channel Features
- Omni-Channel Routing helps customers connect with the right expert to resolve issues across any channel.
- Agents can make themselves available, and highest priority cases are pushed to them in the console.
- Omni-Channel Supervisor provides call center supervisors with real-time operational intelligence in the Service Console.
- The Supervisor feature streams live information about agents, queues, and work, including waiting times, open work, and more.
Delivering Customer Service
- Customers expect to get help when and where they need it, across various channels (phone, email, live chat, messaging apps, video chat, self-service portal, or social channels).
- The Service Cloud platform matches customers with expert agents armed with the skills and tools to solve issues quickly.
Embedded Service
- Embedded Service integrates customer support directly into mobile and web experiences with the Service Cloud platform.
- It enables customers to find relevant knowledge articles, log cases, or chat with agents in real-time with Live Agent chat and SOS video chat.
- Managers can coach agents in real-time with private messages, while monitoring agent queues to balance workloads for better productivity.
Messaging
- Messaging allows agents to connect with customers using SMS or Facebook Messenger, with the information they need without leaving the Service Console.
- Agents can use emojis to add a personal touch, handle multiple conversations at once, and supercharge productivity and call center ROI.
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Description
Test your knowledge of omnichannel and multichannel services, as well as Service Cloud Omni-Channel features like routing and agent availability.