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Get Started with Macros

A macro is a set of instructions that automatically completes a task that a support agent would otherwise do manually. For example, an agent can change status of a case by going into the console, opening the case, navigating to the case status field, selecting a status, and clicking save. Or, the agent can run a single macro that performs all those steps in one fell swoop.

Console List View

Support agents use macros to automate common repetitive tasks so that they can spend more time working with customers and solving customer issues. Macros speed up agent productivity by increasing consistency when communicating with customers, and by streamlining agent workflows. For example, suppose a customer emails an agent with a question about the company’s return policy. The agent can reply to the customer email within the case by running a macro that inserts quick text containing the return policy into the email reply. The agent doesn’t worry about forgetting an important detail, such as returns are only accepted within 45 days of purchase, because the macro automatically inserts the right text.

Empower Your Customers with a Help Center

Imagine giving your customers such a great user experience that it increases their satisfaction with your business and the way they view and promote your brand. Imagine saving time and money because you, or your team, no longer need to repeatedly answer the same questions that your customers ask, meaning you can focus on other work. That’s where the Help Center comes in!

At the end of the day, customers would rather find answers themselves. You can empower them to do just that by setting up a Salesforce Essentials Help Center that lets them quickly, conveniently and easily find the information they are looking for. They can search and browse Knowledge articles and FAQ’s, and for more complicated issues, they can still get in touch using a contact form. You can even customize your Help Center site so its branded for your business.

To get started and set up your Help Center in minutes, use the guided setup flow which can be found under *Setup* | *Help Center,“” then click *New*. The setup flow builds your Help Center—you give it a name and URL, create article topics, select article authors, and create a contact form. At the end of the flow, you can opt to set up other features or access helpful setup topics. When you’re done, you can preview your Help Center with co-workers before it goes live.


Web Chat for Customer Support

Interact with your customers in real time using Web Chat. Embed directly into your business's website or help center, your customers can connect with you and your team about purchasing, product questions and support concerns. You also have the option to let customers log a case when your team’s away from their desk. Using the simple setup workflows, you can be up and running in minutes.

One free license is included with your Essentials Organization, additional licenses for Web Chat can be purchased by clicking on the gear icon in the top right corner and selecting 'Manage Subscription'.

Get to know Omni-Channel

Imagine if you had to go to the post office and pull out your own packages each time you expected mail. It could take hours, or even days, to search through the thousands of packages and find the ones that are meant for you.

When support agents have to look through a work item queue and pull the work that’s right for them, you’re asking them to spend time searching when they should be solving customer issues. It makes much more sense to push work directly to them, so all they have to do is sit back and wait for a ping.

Omni-Channel is the delivery truck that routes queued work to an available agent, and as the admin, you’re the driver. Omni-Channel uses queue and routing settings to make sure that work goes to an agent who’s a good fit. And it uses capacity settings to prevent your agents from being handed too much work. So your agents don’t end up with a package that’s addressed to their neighbor, or get stuck with 10 packages and thinking “Gosh, is that delivery truck coming back with more?”

There’s a lot going on under the hood of the Omni-Channel delivery truck to make sure your call center works more efficiently than ever before. First, when a new work item is assigned to an Omni-Channel queue, Omni-Channel attempts to route it to an agent. Omni-Channel routes work items by the priority of the queue that they’re assigned to, so the most important work items are pushed to agents first. Think of it like Priority Mail.

Next, items are routed based on how long they’ve been sitting in the queue. The oldest work items are pushed to agents before more recent ones. This helps make sure that no work gets left behind. And when an agent becomes available (maybe they’re coming back from lunch or they close a case), Omni-Channel looks for work that can be routed to that agent. This means no agent gets left behind, either!


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