Exploring the Functionality of Omnichannel in Salesforce Service Cloud to Improve Agent Efficiency

Author(s)	Kiran Konakalla
Country	USA
Abstract	Omnichannel in Salesforce Service Cloud revolutionizes how customer service agents manage multiple communication channels by providing a unified interface. In industries with diverse channels, agents face difficulties juggling between phone calls, emails, chats, and other contact methods, often leaving customers waiting for long periods. Omnichannel ensures better distribution of cases based on agent availability, skills, and workload, enabling faster response times and improved customer satisfaction. This paper explores Omnichannel’s capabilities, the configurations needed for implementation, and how its integration with Knowledge Articles and other tools enhances agent efficiency. The paper also discusses key performance indicators (KPIs) to track success.
Keywords	Omnichannel, Salesforce, Service Cloud, Agent Efficiency, Case Assignment, Customer Service, CTI, Email-to-Case, KPIs, Knowledge Base
Published In	Volume 6, Issue 1, January-February 2024
Published On	2024-01-23
Cite This	Exploring the Functionality of Omnichannel in Salesforce Service Cloud to Improve Agent Efficiency - Kiran Konakalla - IJFMR Volume 6, Issue 1, January-February 2024. DOI 10.36948/ijfmr.2024.v06i01.26863
DOI	https://doi.org/10.36948/ijfmr.2024.v06i01.26863
Short DOI	https://doi.org/

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International Journal For Multidisciplinary Research