Service Cloud Workforce Engagement – Right Agents, Right Skills, at the Right Time

Service Cloud Workforce Engagement – Right Agents, Right Skills, at the Right Time

Service Cloud Workforce Engagement – Right Agents, Right Skills, at the Right Time

Service Cloud workforce engagement is the new product of Salesforce which will help organizations to deliver exceptional customer service using Salesforce Service Cloud. It implements the power of artificial intelligence to predict customer service demands with the help of future proof technology & it will assign the customer request accurately to the right agent at the right time who is having the right skill for that, this workforce management tool is designed for real-time flexibility. 

Salesforce Cloud Platform is the only platform which offers complete customer service solution at one place which includes core services like digital engagement, field service, Salesforce cloud voice and newly introduced Service Cloud Workforce Engagement. 

Service Cloud Salesforce Integration allows agents to have a single workspace that gives all the data, system, training which will help to resolve issues quickly. 

Features available are: 

  • Service Forecast for Customer 360.
  • Agent workspace.
  • Telephony Integration.
  • Capacity planning.
  • Agent engagement with on – demand training.

Service Forecast for Customer 360 

Using Salesforce Cloud Platformis Integrated with AI (Artificial Intelligence) based tools which will allow customer service leads/agents to predict the number of requests that will come into the contact center in real-time across all channels and regions, using this feature agents will be able to organize their workforce for the unplanned events and they will be ready to take the upcoming requests also. 

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Agent Workspace 

The key to a better customer experience is a better agent experience, it allows you to equip your team with built-in automation tools, AI, and a unified view of every case and customer interaction. 

Customize the agent experience to boost productivity using intelligent automation tools. 

For Example: Automate routine task, prepopulate information, show next-step recommendations to agents, get complete view of data from across departments in front of agent, customize page layouts with prebuilt, custom components. 

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Telephony Integration 

Make your agents more productive by integrating telephony, using this we can reduce the time of clicks into records by turning clicks into computer-telephony. 

Agent will know who’s calling as it will show customer information, agents can call by clicking on clickable link will improve efficiency, it will automatically log calls for the customer, agents can add their notes, make outgoing calls, transfer calls. 

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Capacity Planning 

Balance staffing needs across any channel to assign the right agents based on expertise and location and their availability  

For Example A broadband network provider may see customer calls dropping due to long waiting time on calls, but with the help of omnichannel capacity planning, customer service agents will cover the gaps by cross-training agents to support multiple channels. 

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Above component shows capacity to plan, bar charts compare available workforce vs scheduled work items, the lines represent the gap in workspace capacity that needs to be fulfilled within time. It shows the gaps detected in two job profiles, and the data breakdown chart shows the staff required according to the right skills. 

Using omni-Supervisor view we can see how many agents are available online on which channels they are working on it and their skill capacity in percentage. 

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Agent Engagement with on demandtraining 

Salesforce cloud platform integrated my Trailhead directly into service console which delivers real-time contact centre coaching and training from anywhere. Cross skills agents and customer service executives by routing them to learning modules directly to an agent’s workspace. 

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For Example, a Broadband company wants to train its agents for new process plans and their costing. Now they will be able to deploy learning modules that will help agents to understand the new and existing processes. 

Want a demonstration? 

Get in touch with Manras Technologies Private Limited, to build your service for a complete scale able view for your customer service platform in one platform, Unify your CRM with Service Cloud Voice, digital channels, and Workforce Engagement, all on Service Cloud Platform. 

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