Download Salesforce Service Cloud Live Agent

Author: J | 2025-04-24

Live Agent in Salesforce Service Cloud is a live chat tool that enables real-time communication between service agents and customers. It allows agents to engage with

Service Cloud Live Agent Quickstart - Salesforce

Tailored support to meet your needs Nuance has tailored the support platform to meet our Healthcare customers’ specific needs, allowing timely, accurate, and responsive handling of your support cases. The Nuance Healthcare Community provides you with self-service access to view, edit, and receive updates on cases, as well as communicate with Nuance through various methods of engagement: phone, web, email, and chat. To help our customers stay up‑to‑date on news and relevant events, we also have added the latest Nuance Healthcare news. We hope you’ll find this support platform easy to use, responsive to your questions, and capable of responding quickly to your needs. The Nuance HealthcareCommunity in action The Nuance Healthcare Community has extensive capabilities to ensure accurate and comprehensive issue resolution. From online support through Live Chat, to our Knowledge Base and direct access to product information, we’re here to provide you with complete, accurate, and tailored support.The following videos provide you with a snapshot of the platform capabilities. Live Agent (Play a video) The Live Agent feature (known as Live Chat on the Nuance Healthcare Community) enables you to utilize instant messaging to communicate real time with select business groups within Nuance Healthcare. Community (Play a video) The Nuance Healthcare Community will enable you to manage your cases, search the Knowledge Base, and contact Support, all from a single, unified area. Frequently Asked Questions Q: What is Salesforce Service Cloud? A: Service Cloud is built on the Salesforce Customer Success Platform, giving Nuance agents a 360‑degree view of our customers and enabling us to deliver smarter, faster, and more personalized service. Salesforce is the recognized leader for CRM customer engagement. With Service Cloud, Nuance can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform your support experience. Nuance’s Support team can now connect with every customer, across multiple channels, on any device. Q: Why is the Nuance Healthcare Community infrastructure built on a Salesforce platform? A: Salesforce is the world’s #1 ranked Customer Relationship Management System. There are over 170,000 businesses who are currently utilizing Salesforce and over 7 million active Salesforce users worldwide. Q: Is the platform cloud-based? A: Yes, the Nuance Healthcare Community is cloud-based, allowing users to securely access information anytime, anywhere. Q: When did the system go-live? A: The system went live on January 22, 2018. Q: How do I register for the Nuance Healthcare Community? A: Register here to become a member, or go to our Support page and click Register Now. Q: How do members access the Nuance Healthcare Community? A: Click here to log in. Q: What if I have more questions about the Nuance Healthcare Community? A: Send an email to hc.support@nuance.com Find support for your solution We are living in a Software-driven world, where almost every activity could be performed with the help of an application. Businesses also look for salesforce products that can fulfill their expected business objectives and long-term goals. Since every salesforce development organization has a different set of requirements and customer-specific needs, and thus we can’t use a single solution to cater to all their requirements. Salesforce Live Chat is built-in live chat support that’s perfect for companies with a limited support team.Salesforce is one such CRM software, that offers a one-stop solution for all your business requirements. The Service Cloud is a revolutionary product, which enables organizations to enhance their customer service with streamlined workflows and automate service processes. Live Agent Chat is one of the most important modules of Service Cloud that assists customers to get real-time support effectively and consistently.It is an embeddable live chat support solution ideal for an organization with a limited support team. Salesforce Live Chat can be integrated into your website and applications, which enables your existing customers and prospects to communicate with your business effectively.This enables your support executives to remain on standby 24/7 and intervene if customers require expertise to support or need attention for any complex issue.Salesforce Live Chat enables your support team to maximize its reach as it can handle multiple customer interactions via a single chat. It is a big advantage as opposed to a conventional phone call interaction where only a single customer can be accommodated at a time.

Salesforce Chat/Live Agent Tutorial (Service Cloud)

Also allows your support team to use Mail Merge to send communication to multiple customers at a time.Whisper Messages This chat feature allows private communication between a customer support agent and a supervisor, who is already engaged in an active chat with the customer while desisting customers from viewing this chat exchange. The supervisor can share his expertise and direct the agent to take necessary steps to resolve customer concerns. It also improves the interaction quality, as supervisors can review chats and make necessary feedback to improve them.Chat RatingCustomers can provide the rate of the chat session with your customer support agents. This helps you to gauge the customer feedback, and understand the areas of improvement and strong areas, that help your organization to enhance overall customer satisfaction.Chat RoutingThis feature enables your team to divert the chat to an available Agent automatically. It helps you to manage the chat interaction when chat volume grows. It ensures all your customers get prompt responses and support while reducing the chat drop rate.Third-party integrationsEven if you’re using another live chat software tool, you can integrate it with Salesforce and import your contact data from one tool to the other – the Crisp integration pushes user emails, names, contact and address details, profile pictures, and lead sources through to Salesforce. Also Read: Salesforce Sales Cloud vs Service CloudProactive ChatUsing Salesforce Live Chat, your customer support agents can initiate the chat proactively and help your online visitors. This feature allows organizations to improve customer engagement. Live Agent in Salesforce Service Cloud is a live chat tool that enables real-time communication between service agents and customers. It allows agents to engage with

liveagent - Live Agent for Service Cloud Console Problems - Salesforce

Within the Omni-Channel utility.Mute and unmute are not supported.Start and stop recording are not supported.TransfersAllows transfers of blind and consultative calls.Address book is not currently supported.Call transcription is not supported for transfers and conference calls.Call loggingAutomatically logs calls received and made in Service Cloud Voice on the VoiceCall object.Tenfold stores basic call details on the VoiceCall object as described in Data memorialization.You can configure Tenfold to store custom data on the VoiceCall record. For example, UUI data points.Omni-Channel integrationIntegrates voice natively into the Omni-Channel utility item.You can configure Status federation between Salesforce and Avaya within Tenfold Dashboard.IVR data in Salesforce Voice RecordEnables configuring UUI data so it can be stored in custom fields on the VoiceCall object.Contact Tenfold to plan capture of your UUI information to ensure the syntax of your organization's UUI data is supported.Voice transcriptionCall transcription is not supported for transfers and conference calls.Voice-enabled Next Best ActionYour organization must configure all voice-enabled actions in Salesforce.Omni SupervisorShows information about your contact center in the Omni Supervisor dashboard.Real-time call monitoringAllows supervisors to monitor calls in near-real time from the Omni Supervisor dashaboard.Limits and limitationsSee the following Salesforce page for a list of advisories and limitations: Help and Training CommunityNotePay special attention to browser support, rate limits, and phone number formatting.Multiple simultaneous inbound calls to a single agent are not supported by Salesforce Service Cloud Voice.When a call is created, "Call Accepted" and "Call Ended" contain the current date-time, even though the call has not yet been answered or ended.After Conversation Work (ACW) is supported in one direction (from Avaya to Salesforce) when mapped in the Tenfold platform to a Salesforce busy state.Salesforce Service Cloud Voice can only track one external call per agent at a time. If a second call arrives while the agent is on a call, the agent may lose the ability to control both calls within Salesforce.Status federation using the Tenfold platform does not account for agent capacity.Call transcription is not supported for transfer and conference calls.Transcribed conversation text is sent to Salesforce when a speaker in the conversation changes, alternating between speakers until the conversation ends.For example, when an agent stops speaking and the customer begins speaking, the agent transcription for that leg of the conversation is sent to Salesforce where it is memorialized for the purposes of being displayed and actioned upon by Einstein. This is described in greater detail in How it works.If deploying multiple Tenfold Cloud Connect (TCC) instances, do not configure the same skill to be monitored across multiple TCC instances. This may cause issues with SIP extensions, resulting in some transferred calls continuing to show as active.The following features are currently unsupported:Swap callsCall recording integrationConference callsMute / UnmuteStart / stop recordingWebRTC endpointsAddress books Customer management: Freshsales’ free plan offers excellent lead and customer account management features. Its communication features allow you to engage with customers through live chat, email, telephone, and messenger apps, like WhatsApp and Facebook Messenger.Customizations: Freshsales’ Pro plan includes custom fields and advanced CRM customizations to tailor it according to your hospitality business needs. You can customize landing pages and the navigation bar. The Enterprise plan also lets you create up to 10 custom modules that are specific to hotel management.Workflows and Automation: Hotels and hospitality businesses can leverage Freshsales’ automation features and native integrations (Freshmarketer and Freshservice) to streamline marketing tasks. You can also build personalized customer interactions, sales sequences, and customer responses.Freshsales account management module with related contacts, conversations, tickets, and deals (Source: Freshsales) Hapi Guest: Best Hospitality CRM for Salesforce Users Why I Like It Seamless integration with Salesforce to synchronize data into Salesforce Cloud products for sales, marketing, and service Scalable pricing based entirely on the number of hotel rooms Customizable guest flows to help create customer journeys and marketing campaigns Where It Falls Behind Exclusive CRM integrations to Salesforce only Platform only serves data management functionally—CRM capabilities require Salesforce Must integrate with third-party property management system (PMS) products to get hotel and property management capabilities My Expert Opinion Hapi Guest is the best CRM software for hotels using Salesforce. This CRM centralizes data from PMS and hotel management applications that can be easily connected and used in Salesforce. As it collects data, hotel businesses can create insight-driven marketing campaigns and automate customer service strategies to give guests the best experience based on their history and priorities. Cost: Starting at $5 per room, per yearThe Hapi Guest requires a subscription to Salesforce Sales Cloud. It is compatible with Salesforce Sales Cloud, Service Cloud, and Marketing Cloud Engagement. You can download and integrate Hapi Guest from the Salesforce AppExchange marketplace. Native Salesforce integration: Since Hapi Guest is a software native to Salesforce, it lets hotels collect, track, and map customer data and then synchronize it into the Salesforce Sales, Marketing, or Service Clouds. Once integrated, teams can

Salesforce Chat/Live Agent Tutorial (Service Cloud) - YouTube

Month, which is best suited for smaller teams that need only the most essential functions (like a service portal and ticket management). It also offers a 30-day free trial. The Incident Management software enables ticket management from different channels, such as a phone call, mobile app, or live chat. Additionally, generous automation makes handling tasks like ticket creation, escalation, and routing very easy. Here are some of its features: a) Relationship mapping b) Change management c) Help Desk knowledge base d) Procurement tools e) Service automation f) IT Asset Management g) Configuration management database software (CMDB) h) Service desk chat i) Service desk reporting j) Risk Management 11) Freshdesk Designed for no-code customisation and rapid deployment, Freshdesk is an emerging favourite among cloud-based IT Help Desk Software. Key features included multi-channel communication support, AI-powered Service Management tools that provide data-based recommendations, and a knowledge base. You can try Freshdesk for a 14 days free trial. The Starter plan has many of the best Help Desk tools to get you started, including workflow automation, self-service portal, and Incident Management. Conversely, the Enterprise plan also comes with AI-powered agent assistance. Key features include: a) Reporting and analytics b) Canned responses c) Approval workflows d) Release management e) Team dashboards f) Mobile app g) Service catalogue h) SLA management i) Chatbot powered by Freddy AI 12) JIRA Service Management JIRA Service Management, developed by Atlassian, is a cloud-based, internal IT Help Desk system for IT teams Its features include self-service, automation, conversational ticketing, Incident Management, and more. You can access its native knowledge base, but you’ll need a subscription to Confluence. With the free plan, you can use JIRA in a limited capacity, but you’re restricted to three agents or 10 users. You can also begin a seven-day free Standard or Premium plan trial, which supports up to 5,000 agents. Its features include: a) Conversational ticketing b) Incident postmortems c) Asset Management d) Service desk chat e) Smart automation f) Knowledge base (with a Confluence subscription) g) API h) IT Asset Management i) Change management j) Reports and metrics k) SLA management l) Self-service portal Expand your project tracking and Project Management capabilities with our comprehensive Jira Course – Sign up now! 13) Salesforce Service Cloud For organisations that need enterprise-level technical support software, Salesforce Service Cloud is worth consideration. It leverages 360-degree customer views, AI-powered automation, and advanced service analytics that facilitate exceptional service and improvement over time. However, it’s easiest to unlock the full power of Salesforce Service Cloud if you already use other popular Salesforce software. Otherwise, you must set up integrations or use the Salesforce API to pull relevant data from other programs. Here are some of its features: a) Knowledge management b) Workflow automations c) Asset Management d) Remote access e) Self-help portal f) Customer forums g) Workflow automation h) Webhooks, SDKs, and APIs i) Third-party integrations j) Omnichannel routing k) Support operation analytics l) Call centre management 14) Hiver Think of Hiver as an extension to your

Service Cloud: Unified Customer Service Agent - Salesforce

21 December 2022 Salesforce CRM Connector enhancements Integration of Webex Contact Center with the Salesforce CRM connector introduces the following new features: Advanced screen-pop and auto-population of Customer Records: This feature allows dynamic matching of the customer records based on Caller Attributed Data (CAD) passed from the Flow Designer of the Webex Contact Center. With this enhancement, field mappings are introduced in the activity records and in creating a new case. Omnichannel state synchronization: The connector synchronizes the Salesforce omnichannel state with the Webex Contact Center agent desktop presence status. With the enhancement, the exclusive channel modes allow agents to handle one interaction type at a time – either Salesforce omnichannel or voice channel in the Webex Contact Center. Salesforce Actions widget: The connector supports a new Salesforce Actions widget for quick actions. This widget appears on the desktop when the agent is connected on voice interaction. The following actions are available: View/Edit Activity Record Associate to Activity Record Create Case Live case notes Dynamic status in the taskbar (Softphone widget): The widget taskbar in salesforce displays the dynamic status of the agent state and call transition states for Webex Contact Center – Available and Idle states including idle codes, and call state transitions, such as Incoming Call, Connected and Disconnected states. This enables the agents to view their live status on the taskbar without having to open the Webex Contact Center widget. For more information, see Integrate Webex Contact Center with Salesforce. 20 December 2022 Changelog and subscription for Developer Portal changes The Developer Portal for Webex Contact Center now has an API Changelog. You can subscribe to an RSS feed to get the latest information about API releases, updates and changes made to API contracts, downgrade of APIs and a lot more. This service delivers updates directly from Webex Contact Center Service Groups that are usually not included as a part of release notes. 20 December 2022 Agent Desktop APIs - Call Consult APIs Webex Contact Center now offers an additional set of Agent Desktop APIs that allow partners and customers to set up their own Agent Desktop and create task activities. These Call Consult APIs are: Available Agents API for Blind Transfer/Consult/Conference: Fetches the available list of agents who can be reached for consult, conference, or transfer. Consult Transfer: An agent can initiate a consult task with another agent and transfer the call when required. Reject/End Consult Request: Allows an agent to reject a consulting call request. Accept Consult Request: Allows an agent to accept a consulting call request. Consult Conference: Allows an agent to add an already consulting agent/dial number to the call with the customer, so that all three participants can be in a conference. For more information, see Webex Contact Center for Developers. Sign in to view the specific page content. 13 December 2022 Automate provisioning using Administrator Configuration APIs Exciting things are available from the Webex Contact Center Developer Portal team with the Configuration APIs. As a business, you can now automate provisioning. Live Agent in Salesforce Service Cloud is a live chat tool that enables real-time communication between service agents and customers. It allows agents to engage with The Salesforce service cloud enhances an organization’s customer service with in-app support, live agent support, knowledge centers, and self-service communities. Salesforce

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Skills with free, guided learning on Trailhead. Hit the ground running with Service tips, tricks, and best practices. Ready to take the next step with the Service Solution built on the world’s #1 CRM? Service Cloud is a customer service platform that helps businesses manage and resolve customer enquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation and analytics, enabling companies to deliver exceptional customer service experiences. Service Cloud is the most complete and connected platform. Service Cloud drives agent productivity and increases customer satisfaction by connecting support tools into one easy-to-use platform, that is integrated into the Salesforce platform, which results in a unified and effective customer experience. Service Cloud is focused on customer service and support, enabling businesses to manage and resolve customer enquiries. Sales Cloud, on the other hand, is designed for sales teams to manage leads, opportunities and customer relationships throughout the sales process. Service Cloud is used by businesses of all sizes, across industries, around the world, that require customer service and support capabilities and are looking to streamline and enhance their customer service operations. An agent console is a user interface within a customer service platform, like Service Cloud, that provides customer service agents with a centralised view of customer information, easy-to-use connected tools and productivity workflows. It helps businesses by enabling agents to efficiently handle customer enquiries, access relevant data and deliver personalised and efficient support. Knowledge management means capturing, organising and distributing information that is critical to