Best Practices for Omni-Channel Customer Service Success
Turn your agents into customer heroes. Learn how to improve contact center productivity and efficiency with Service Cloud’s intelligent omni-channel routing, agent, and supervisor capabilities.
Important: This session is first come, first seated. You do not have a reserved seat.
, Senior Manager, Product Management, Salesforce
, Product Manager, Salesforce
Role: Service
Product: Agentforce Service
Session Level: Beginner
Session Type: Theater
Wednesday, Sep 1810:00 AM - 10:20 AM PDT
(5:00 PM - 5:20 PM GMT)
Moscone West, L3, Cloudy Theater
Thursday, Sep 1910:15 AM - 10:35 AM PDT
(5:15 PM - 5:35 PM GMT)
Moscone South, LL, Content Pavilion, Stage 8
Session Summary by Einstein: At the recent Salesforce conference, discussions centered on the transformative power of Salesforce products such as Service Cloud and the role of AI in revolutionizing customer service and workforce efficiency. Speakers highlighted omnichannel's capability to route work to the right agent at the right time across various channels, emphasizing the importance of the orchestration layer and flows in improving agent and supervisor experiences. The integration of AI, particularly through Einstein, with Customer 360 data on the Salesforce platform was showcased, demonstrating how this synergy can enhance decision-making and service delivery. Additionally, the conference revealed significant investments in the Enhanced Omnichannel platform, built on Hyperforce for scalability, ensuring attendees understood the future-focused innovations Salesforce is spearheading.
Key Takeaways by Einstein:
• Salesforce's Enhanced Omnichannel platform is a pivotal innovation designed for scalability, leveraging Hyperforce and focusing on routing consistency and agent specialization.
• The integration of AI technologies like Einstein with Salesforce's Customer 360 data is crucial for creating a more efficient and informed customer service environment.
• Attendees were urged to consider migrating to Enhanced Omnichannel to take full advantage of the latest features and innovations Salesforce has to offer.
With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.
Merlinda Lu
Salesforce Developer, IBM
We use cookies on our website to improve website performance, to analyze website usage and to tailor content and offers to your interests.
By clicking “Accept All Cookies”, you consent to us placing these cookies. By clicking “Do Not Accept”, you reject the usage of such cookies. We always place cookies that do not require consent, which are necessary for the website to work properly.
For more information about the different cookies we are using, read the Privacy Statement. To change your cookie settings and preferences, click the Cookie Consent Manager button.
Cookie Consent Manager
Cookie Consent Manager
General Information
Required Cookies
Functional Cookies
Advertising Cookies
General Information
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
