Required Editions and User Permissions
- From the Salesforce app launcher, open the Digital Experiences app (previously named Salesforce CMS).
- From the CMS Home tab, select CMS Channels.
- Click Add Channel | Create Channel.
- Name the channel.
- Select the connection type. Public Create a channel with publicly available content. You can use the content in a public...
- Click Create.
- From the Salesforce app launcher, open the Digital Experiences app (previously named Salesforce CMS).
- From the CMS Home tab, select CMS Channels.
- Click Add Channel | Create Channel.
- Name the channel.
- Select the connection type.
What makes an effective channel sales program?
An effective channel sales program helps vendors, partners, and customers. By thinking through each step of the process — from recruiting to onboarding, all the way to managing and motivating partners — vendors can reap the long-term benefits of indirect selling. Forrester names Salesforce a Leader in Partner Relationship Management.
What is help desk software from Salesforce?
Help Desk Software from Salesforce. Salesforce help desk software gives you an all-in-one customer service software solution that helps encourage happy customers to remain loyal. Increasing the number of brand advocates can also increase the likelihood that customers will provide positive reviews for your business.
How to use Salesforce CMS content to enhance customer experience?
Enhance your customer experience using the same Salesforce CMS content across all the places your customers consume it. Create a Marketing Cloud, Heroku, LEX app, or any third-party system channel to use your Salesforce CMS content in those endpoints using Delivery APIs.
What are some examples of restricted channels in Salesforce?
Potential use cases for restricted channels include an employee intranet, partner portals, Lightning apps, and connected Salesforce apps. Create a restricted CMS channel by specifying a permission set; only users who have that permission set assigned to them can access the content through the APIs.
How do I create a channel in Salesforce?
From Setup, in the Quick Find box, enter Service Channels , and then select Service Channels. Click New. Specify the settings for your service channel. Click Save....Click Save.Set Up Secondary Routing Priority. ... Understand Capacity Models. ... Configure After Conversation Work Time (Beta) ... Service Channel Settings.More items...
What is a Salesforce channel?
Service channels let you turn nearly any Salesforce object―such as a case, lead, SOS session, or even a custom object―into a work record. Omni-Channel then plucks these work items from their queues―like flowers from the garden of agent productivity―and routes them to your agents in real time.
What is customer channel in Salesforce?
Service Cloud ChannelsCustomer ChannelMain Use CasePhoneCustomers call you on the phone to talk with support agents. Agents call customers. Create cases from calls.EmailCustomers send emails to you. The emails are turned into cases.7 more rows
How does Salesforce Omni-Channel work?
Omni-Channel is a Customer Service and Console based Salesforce feature that helps automatic routing of different kinds of work items (such as Leads and Cases) to agents. Omni Channel routes all the work items to the agents automatically based on the agent's capacity, priority, skillset, and etc.
What is channel menu in Salesforce?
Start conversations with your customers using the channels they prefer. You can customize their choices in an Embedded Service Channel Menu—from phone and web Chat, to Facebook Messenger and WhatsApp.
What is channel design?
Channel design is the strategic process that commercial organizations use to balance resources across direct and indirect channels or routes to market. Direct channels typically include field sellers and e-commerce platforms, while indirect channels can include a mix of partners, distributors and marketplaces.
What are Cloud channels?
Service Cloud's support channels offer many ways—phone, email, web chat, social network channels, and more—that your customers can use to contact you. Today's customers are used to being digitally connected and easily communicating with their friends, families, and coworkers.
What are unassisted channels?
Unassisted channels—those without agent support—are available to our customers using Knowledge, Experience Cloud, and our Einstein Bots. Recently, our Success Center has seen a sharp increase in self-service as a preferred channel.
Why Omni-Channel is important in Salesforce?
Omnichannel with Salesforce. Service Cloud helps businesses break through the barriers to customer satisfaction. The platform provides intelligence and productivity tools to help agents, managers, and mobile workers deliver personalized, proactive customer service across every channel and device.
How do I set up an Omni-Channel in Salesforce?
Go to Setup > Feature Settings > Service > Omni-Channel > Omni-Channel Settings. You can also go to Service Setup > Administration > Omni-Channel > Omni-Channel Settings or just type “Omni-Channel” in Setup Quick Search. Check the box to Enable Omni-Channel and click Save.
What is Omni-Channel setup?
Set up Omni-Channel to route any type of incoming work item to the most qualified, available support agents in your call center. Omni-Channel integrates seamlessly into the console in both Salesforce Classic and Lightning Experience.
What is Live Agent in Salesforce?
Salesforce Chat (formerly “Salesforce Live Agent”) is a native Salesforce tool that enables customer service teams to communicate in real-time with your website users. We have all seen the little 'chat to an agent' buttons on company websites, usually when trying to find a way to contact a support team.
What is a custom channel?
Custom channels are useful when there are multiple subscribers and each subscriber receives change events for a different set of objects. Instead of subscribing to the default ChangeEvents channel, your app can create and subscribe to a custom channel that receives only the events for the objects you're interested in.
Can a channel have multiple members?
A channel can have multiple channel members so that it can be enabled for notifications for multiple objects. In this project, you use Tooling API to create a custom channel. If you want to use Metadata API instead, see PlatformEventChannel in the Metadata API Developer Guide.
What is channel sales?
Channel sales — or selling through partners — represents 75% of the world’s commerce, according to Forrester. This approach helps companies accelerate sales and grow revenue without adding to their headcount, a move that’s increasingly important during economic uncertainty.
How to develop a channel strategy?
Develop a channel sales strategy. Your channel strategy should align to your company’s overall sales strategy. Start by defining your program’s purpose. This could be a mission statement that outlines what the program offers to partners and what you will do for them and with them.
What is MDF in marketing?
Market development funds (MDF) are discretionary monies vendors give to partners to execute marketing initiatives and generate future sales. Some vendors are very specific about how MDF can be used, while others give partners more latitude to spend it how they choose.
What is a channel account manager?
Channel account manager (CAM) or partner account manager (PAM) CAMs are on the front lines and own the relationships with partners, from onboarding to providing sales resources and support. CAMs are responsible for working with partners to build pipeline, so the ability to coach and motivate is critical.
How to keep salespeople engaged?
Salespeople tend to be driven and competitive, so creating performance levels for partners to attain can keep them engaged with your brand and excited to level up. Be transparent about the benefits of each level, such as better margins or other incentives. Use charts and dashboards so partners can monitor their progress and tap into their competitive spirit.
Do channel partners want more salespeople?
Channel partners always want more salespeople, but those cost money. Your company could co-sponsor or co-invest in dedicated sales reps at your partner’s company. This can be very attractive to the partner, and give you reps who are very interested in your own product.
Experience Cloud Site Channels
Create, organize, and publish content from CMS Workspaces to your Experience Cloud site channels. Any content published to an Experience Cloud site channel is automatically available to use in Experience Builder.
Public Channels
Public channels manage content intended for a public audience that’s used for marketing emails, websites, custom apps, and more.
Pardot Email Channels
Design marketing emails quickly and efficiently by configuring a Pardot email channel for your Salesforce CMS. Conveniently share your Salesforce CMS content to your Pardot email marketing content and templates, and use a CMS workspace to store and manage access to your image files. Pardot email channels are public channels that use a CDN.
Restricted Channels
Content on a restricted channel is available only to specific users. Potential use cases for restricted channels include an employee intranet, partner portals, Lightning apps, and connected Salesforce apps.
B2C Commerce Channels
Develop rich, content-driven shopping experiences for your customers using your Salesforce CMS content and B2C Commerce Page Designer. Add a B2C Commerce channel to your CMS Workspace to access your content. Then create a cohesive experience for your customers across clouds.
B2B Commerce Channels
To use Salesforce CMS content in Salesforce Tabs + Visualforce sites, see the Connect REST API Developer Guide and the Apex Reference Guide for more information.
Other Channels
Enhance your customer experience using the same Salesforce CMS content across all the places your customers consume it. Create a Marketing Cloud, Heroku, LEX app, or any third-party system channel to use your Salesforce CMS content in those endpoints using Delivery APIs.
Define Message Channel Metadata in Your Org
To deploy a LightningMessageChannel into your org, create an SFDX project. Include the XML definition in the force-app/main/default/messageChannels/ directory. The LightningMessageChannel file name follows the format messageChannelName.messageChannel-meta.xml.
Import a Message Channel
Here’s how to import a Lightning message channel that a component can use to communicate via the Lightning Message Service.
Digital Engagement Tools in Salesforce
With basic case management set up for Ursa Major Solar, Maria starts thinking about how to collect cases from customers. She’s not finished adding more of the case management tools she’s discovered to complete her org’s Service Cloud setup, but she’d like a peek at what’s ahead.
Plan for Digital Engagement
Before Maria creates basic email and web form channels, she brings in the decision-makers for guidance: Sita and Roberto. Since they’re in charge of Ursa Major Solar, she likes to include them in all Q&A planning sessions with the service team.
Add Email Service
Maria learns that Service Cloud has two ways to turn emails into cases: one that uses a downloadable email agent to keep all email traffic within a network’s firewall; and one that doesn’t. The downloadable email agent is used behind firewalls for orgs with specific security policies and attachments larger than 25 MB.
Add Web Form Service
One of the easiest ways Service Cloud can provide service is with online forms. Maria learns that she can use Web-to-Case to create a form of case fields that customers fill out and submit to support agents from a website. Web-to-Case can help Ursa Major Solar collect up to 5,000 new cases a day.
More Digital Engagement Channels in Salesforce
With email and web form channels set up, Ursa Major Solar is ready to start engaging with customers and collecting cases. But Sita and Roberto want to learn more about channels. Once Maria is finished with case management, they want to know which channels she can return to reach more customers in stage two of their Service Cloud setup.
