Service Cloud Basics - Deliver Omnichannel Service

Questions and Answers

What is the primary difference between multichannel and omnichannel?

Seamlessness of customer experience across channels (correct)

Type of channels used

Number of service agents required

Number of channels used

What is the primary benefit of Omni-Channel Routing?

Ensuring customers get the right expert to resolve their issues (correct)

Increasing the number of channels used

Reducing the number of customer complaints

Reducing the number of service agents

What is the primary function of Omni-Channel Supervisor?

To automate service agent workflows

To provide customer service training to agents

To provide real-time operational intelligence to call center supervisors (correct)

To provide real-time customer feedback

What type of information is streamed live into the Omni-Channel Supervisor panel?

Information about agents, queues, and work Signup and view all the answers

What is the benefit of using the Service Cloud platform for omnichannel service?

Providing a seamless customer experience across all channels Signup and view all the answers

How do agents make themselves available to receive cases in Omni-Channel Routing?

By making themselves available in the console Signup and view all the answers

What is the advantage of using Omni-Channel Supervisor in the Service Console?

Providing real-time operational intelligence without leaving the console Signup and view all the answers

What type of data can be drilled down into using Omni-Channel Supervisor?

Performance data on specific agents or queues Signup and view all the answers

What do customers expect when it comes to getting help?

It to be easy to get help when and where they need it Signup and view all the answers

What is one way that customers can get help with the Service Cloud platform?

Through multiple channels, including phone calls, emails, and social media Signup and view all the answers

What is Embedded Service for the Service Cloud platform?

A way to integrate customer support directly into apps and websites Signup and view all the answers

What is one feature of Live Agent chat?

It allows customers to get instant answers in real-time Signup and view all the answers

What is one benefit of using Messaging?

It allows agents to connect with customers using SMS or Facebook Messenger Signup and view all the answers

What is one feature of SOS video chat?

It allows agents to screen share and add notes to the screen Signup and view all the answers

What is one benefit of using Messaging for agents?

It allows them to handle multiple conversations at the same time Signup and view all the answers

What is the result of using Messaging in terms of call center ROI?

It supercharges call center ROI Signup and view all the answers

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.