Salesforce Features
Agent Console
Customer service and support agents are much more productive when all
the information and tools they need to solve a customer’s problem are
consolidated in a single spot. To achieve this, Winter ’06 enables
customers to create an optimized console view of information in
Salesforce Service & Support. The agent console combines a list
view, a detail view, and a mini view with related information into one
screen so that the service agent has everything at his or her
fingertips when interacting with customers. Common tasks are
accomplished in half the number of clicks and without requiring much
navigation. Administrators have the flexibility to choose the
information they want displayed in the agent console, to accommodate
the varied and evolving business requirements of today’s complex
service and support organizations.
This feature is available in Professional, Enterprise, and Unlimited Editions.
Training and Documentation
- Tip Sheet on Using the Agent Console (PDF)
- Quick Start Training (Breeze)
Feature Details
- Three-Pane Console: The agent console is a single window with three views: a list view of cases, a detail view of the selected case, and a mini view of related information. Agents can easily resize the panes to optimize their individual views.
- Console-Based Navigation: All navigation keeps the agent in the console to ensure they retain context and can easily complete common tasks.
- Editing Information: Agents can remain in the console to make edits to related information without navigating away from the current case.
- Customizable Setup: Administrators can design page layouts for cases and all supporting information via the familiar page layout definition screens. Page layouts allow full flexibility to choose what information is helpful to support a business process so that the agent sees that precise information in the console.
- Support for Multiple Processes: The agent console automatically shows the relevant information for a wide range of different support processes; product support, customer service, and billing inquiries can all be optimized in a single console setup. The console seamlessly transitions to display the appropriate information for each type of support and service requirement. This advanced functionality optimizes the work process for agents handling multiple types of support and service inquiries.
- Note: The agent console is available for Salesforce Service & Support customers on a pilot basis only with the release of Winter ’06. For more information about the pilot, contact your sales representative, your customer success manager, or salesforce.com support.
- Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available.
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