February 7, 2012

Live Agent in Salesforce

Live Agent lets you add real-time Web chat to your existing customer service channels. Place chat buttons on your website, public knowledge base, or Customer Portal and allow your customers to contact your support agents instantly.

Live Agent features:

• A dedicated console that lets agents easily manage chat sessions, view incoming chat requests, and transfer chats to other agents.
• Quick Text, which allows agents to create standard chat messages, such as greetings and reusable troubleshooting steps.
• Seamless integration with Salesforce records and Salesforce Knowledge articles in the chat console, giving agents easy access to customer information and knowledge articles.

• Six chatlets, mini applications that run within the Live Agent console to extend its functionality
• Visitor and chat transcript records, which let agents and supervisors view and monitor information about customers and their issues.
• The ability to customize your chat buttons and windows to include your company’s logo, specify the language users see, control how chats are distributed to agents, and associate each button with a specific agent skill set.
• Customizable agent configurations that let you create different chat experiences for agents and customers.

Check the below link for Implementation of Live Agent



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