Podcast
Questions and Answers
What is the primary difference between multichannel and omnichannel?
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?
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?
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?
What type of information is streamed live into the Omni-Channel Supervisor panel?
What is the benefit of using the Service Cloud platform for omnichannel service?
What is the benefit of using the Service Cloud platform for omnichannel service?
How do agents make themselves available to receive cases in Omni-Channel Routing?
How do agents make themselves available to receive cases in Omni-Channel Routing?
What is the advantage of using Omni-Channel Supervisor in the Service Console?
What is the advantage of using Omni-Channel Supervisor in the Service Console?
What type of data can be drilled down into using Omni-Channel Supervisor?
What type of data can be drilled down into using Omni-Channel Supervisor?
What do customers expect when it comes to getting help?
What do customers expect when it comes to getting help?
What is one way that customers can get help with the Service Cloud platform?
What is one way that customers can get help with the Service Cloud platform?
What is Embedded Service for the Service Cloud platform?
What is Embedded Service for the Service Cloud platform?
What is one feature of Live Agent chat?
What is one feature of Live Agent chat?
What is one benefit of using Messaging?
What is one benefit of using Messaging?
What is one feature of SOS video chat?
What is one feature of SOS video chat?
What is one benefit of using Messaging for agents?
What is one benefit of using Messaging for agents?
What is the result of using Messaging in terms of call center ROI?
What is the result of using Messaging in terms of call center ROI?
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.