Real Time Interaction Management with Salesforce



Real Time Interaction Management with Salesforce

Salesforce took real time customer management to a completely new level with it Service Cloud. It could serve the purpose of efficient customer interaction along with seamless communication and automated servicing. With its key components for customer interaction automation, salesforce can help both the service agents and customers. The users can find predictive articles and expert recommendations so that they can better cater the needs of their customers and clients.

The key components that make real time customer management turn into reality are:

Lightning service console

Salesforce added lightning service console to it service cloud to support centralization of multiple channel cases on single window. The lightning service console enables the user to use its dynamic interface to bring down all the customer details and interactions at one place. This allows the user to better understand the query and deliver a faster and more relevant solution to its customer.

Omni-Channel Routing

Salesforce made a huge leap in the field of customer interaction by releasing Omni-Channel Routing interface for its sales and service console. Omni-Channel can efficiently assign work to the service users in real time, be it case assigning to the agents, or lead generation for the sales team. With Omni-Channel, agents no longer have to be dependent on list views to find new cases to work on. Omni-Channel supports leads, cases, chats, SOS video calls, social posts, orders, and custom objects, to automatically assign work to the right person at right time.

Salesforce Einstein

Salesforce Einstein is the company’s AI predictive model that can work on data collected through various Salesforce products. It is equipped with Einstein bots that can handle routine service requests from a wide range of platforms and initiate a decision based on its knowledge base. Einstein can assist service agents with possible answers and recommendations for its customers.

It can adapt to changing user behavior and read through customer data, activity data from Chatter, email, calendar and ecommerce information, social data streams and even IoT signals.
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