Interaction Channels – Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

Overview Interaction channels enable support agents to interact with customers to resolve support issues and to respond to product inquiries. It is recommended to understand the design considerations and best practices while setting up these Interaction channels. Design considerations related to User Interface, Object Model, Data Privacy, Data Visibility, and reporting needs to be understood […]

Interaction Channels – Explain the open CTI features, architecture, and implications.

Overview Open CTI is a browser-based and Platform Independent JavaScript API that helps to build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. It offers both desktop-based interactions and server functionality. It […]

Interaction Channels – Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each

Overview Email to Case Solutions On-Demand Email-to-Case Email-to-Case Lightning for Outlook Web-to-Case Solutions Web-to-Case using HTML Web-to-Case using Visualforce and Sites On-Demand Email-to-Case Overview Available in Salesforce Classic (except Essentials and Professional Editions) and Lightning Experience. Email processing is done by Salesforce and keeps email traffic outside of your network’s firewall Cases are automatically created […]

Interaction Channels – Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media

Mobile Interaction Channel Gone are the days when your customers had to connect with a nameless, faceless agent over the phone. With one click, your customers can video chat with agents who provide personalized, in-app guidance with screen sharing and annotations. Use cases Resolve a complex issue or problem Perform an important inquiry. Need to […]