See how Salesforce routes work intelligently, delivers AI-powered insights with Einstein, and more — all to help reps deliver amazing customer experiences effortlessly and efficiently.

 

Manage availability in real-time and intelligently route the right cases to the right agents.

 
 

Increase agent productivity and customer satisfaction with real-time, omni-channel insights from Einstein Supervisor Insights. Managers can make more informed decisions faster with Smart Data Discovery that lets them see crucial data, like agent availability, queues, and wait times. And companies can improve their customer experience by predicting customer satisfaction and making specific recommendations with AI-powered analytics.

Automatically route cases, leads, or other work, to the most appropriate, available employee. Administrators can now configure Service Cloud to distribute work based on employee skill set, availability, and their capacity to handle incoming work. Employees can update their status in real-time, ensuring that high-priority work always receives immediate attention.

Instead of dispatching work or having agents arbitrarily pick work from queues, Omni-Channel Presence and Routing intelligently routes work based on the business’ priorities. Work is pushed to employees in real time and screen popped directly into the Service Console, offering up an in-context view of the customer across all channels. And you can ensure employees prioritize correctly with the ability to define relative priority and size of the work.

Plus, access our Success Community to learn from other users, and more.

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