Well the good news is, as of 2016 Salesforce have included Live Agent in the Lightning Service Cloud Unlimited license. And it is also available on Enterprise, but at an extra add-on. As an add-on, you will have to speak with your Salesforce Account Executive for a price.
Full Answer
How would you like to contact Salesforce?
How would you like to contact Salesforce? Request a call. Give us some info so the right person can get back to you. First name Enter your first name. Last name Enter your last name. Job title Please enter your title. Email Enter a valid email address. Phone Enter a valid phone ...
What are the pros and cons of Salesforce?
- Low risk: Low acquiring cost and low-risk management as an organization tool.
- Salesforce database helps in organizing and digitizing company sales records.
- Allows customization of profiles for individual customers, and gives quick access to individual records.
How to contact Salesforce support?
Support for Additional Products
- Heroku and Commerce Cloud - Support for other Salesforce Products
- Salesforce Anywhere - How to Log a Support Case, Salesforce Anywhere (Quip)
- Slack - Support for Slack App
- Social Studio - Contact Social Studio customer support
What is the customer service number for Salesforce?
Help and Support
- Increase the return on your investment in Salesforce with Success Plans. ...
- Collaborate with specialists, consultants and other certified experts. ...
- Get trained and certified at the source. ...
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Is Salesforce live agent free?
It's free of charge. Then proceed to the LiveAgent + Salesforce integrations page. Scroll down and choose which app will perform the trigger and what will that trigger be. There are multiple options such as calendar integration, prewritten messages, and others that can be combined with the second app.
How does live agent work in Salesforce?
0:001:26Service Cloud Live Agent Feature Demo - YouTubeYouTubeStart of suggested clipEnd of suggested clipSalesforce live agent chat lets any company deliver a personalized service experience to itsMoreSalesforce live agent chat lets any company deliver a personalized service experience to its customers. Or potential customers by engaging them at just the right moment on any device.
What is the difference between live agent and Omni Channel?
You create a chat button that uses the routing option Omni-Channel Queues or Omni-Channel Skills....Required Editions.Live Agent Routing (Salesforce Classic only)Omni-Channel RoutingReports and data for chats are separate from Omni-Channel data.Chat data is included in Agent Work reports in addition to Chat reports.15 more rows
What is Sales Cloud Live Agent?
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 does a live agent do?
Live chat agents are employees of the customer service team who answer customer questions and inquiries via live chat. It is one feature of the support software and is used to get the customer a real-time response.
How does a live agent work?
Live Agent helps Visitors or Customers from the website to get real-time assistance from the Online Live Agent user. Customers or Visitors can initiate the chat sessions by simply clicking the button or link or invitation on a webpage. Now, Live Agent user can support end users faster through the chat.
How do I enable live agent in Salesforce?
Step 1 – Enabling Live AgentFrom Setup Classic in Salesforce, in the Quick Find box, search and select Live Agent Settings.Select Enable Live Agent.Click Save.
How do I implement live chat in Salesforce?
Set Up Web Chat in SalesforceLog in to your organization, and if you're in Salesforce Classic, switch to Lightning Experience.Click the Setup gear icon and select Service Setup.Under Recommended Setup, click View All.Enter Chat in the search box and select Chat with Customers.More items...
What is PSR in Salesforce?
PSR (PendingServiceRouting) is a Salesforce object that gets created when work is routed using Omni-Channel. PSR is a transient object that contains routing information about a work item that is in the midst of being routed.
How many chats can an agent handle at once?
An agent without prior chat experience can take only 1-2 active chats simultaneously, while an experienced agent can easily take 4-6 chats. If all your agents are new to chat you may need to lower the number of simultaneous chats they are expected to take.
Does salesforce have a chat feature?
Many Chat features are available in both Salesforce Classic and Lightning Experience. Continue customizing your Chat implementation by setting up chat conferencing, automated invitations, and more. Welcome to Chat for support supervisors! Chat makes it easy for your agents to support customers.
Who owns live chat?
After Naspers agreed in June 2011 to sell its entire stake, the founders teamed up with private equity firm Tar Heel Capital to finalize the buyout of the 60% stake. After the transaction was completed in September 2011, the founders own 60% of the stake, while Tar Heel Capital owns 40% of the company.
What is live agent?
With Live Agent, you can coach agents in real-time with private messages. You can also monitor agent queues to balance workloads and maximise productivity. But beyond that, you can tap into metrics on the full history of an agent’s performance and instant message sessions. Your team will be working faster and smarter.
How does live chat work?
By connecting each live chat with the complete customer profile, answers can be delivered both in context and with an eye toward the overall customer experience . Chats can be quickly routed to the right subject matter experts. And agents can provide answers faster with a sneak peek to customer chat and keyboard shortcuts to pre-written messages.
Can you chat with customers on Snap?
Initiate a personalised live chat, based on how a customer or prospect is engaging with your site. Now with Snap-ins, you can also chat with customers in your apps. Even better, with multilingual support you can deliver the same great enterprise chat support around the globe.
What is Salesforce?
Salesforce is a customer relationship management (CRM) software. Its services let companies and businesses to work with Cloud. This gives them the option to provide better services for companies who want to support their clients and customers. It can save time and improve your customer relationships and customer experience.
How can you use it?
You can use the Salesforce and LiveAgent integration to create cases in your Salesforce account via LiveAgent tickets. You don’t have to leave customer chat hanging, just report cases immediately and provide better customer satisfaction.
How to integrate Salesforce with LiveAgent
LiveAgent has a Salesforce integration plugin available for customers. It can help you keep track of your customers, manage cases or add new leads.
How to integrate Salesforce with LiveAgent via Zapier
If you want to unlock more workflow capabilities of LiveAgent and Salesforce, you can try using the Zapier service. Zapier is a company that focuses on connecting any two apps with various integration results depending on their capabilities.
What are the benefits of Salesforce Live Agent?
The main benefits of Salesforce Live Agent are the real-time, customized assistance it provides to clients or prospects, the increased productivity brought to your agents, and its empowerment of your team of representatives to give better service. Here are more details:
Why is Salesforce Live Agent important?
Increased productivity. Salesforce Live Agent has a suite of productivity features that empower your agents to maximize their productivity at work.
Why do agents take a sneak peek?
Agents are also able to take a little sneak peek to the message which gives them the opportunity to formulate the best response for the chat faster. There are also keyboard shortcuts for adding pre-written messages.
What is the purpose of the agent queue system?
You are also able to monitor agent queues live which makes for a more efficient management of workload. Your agents can also be coached in real time via private messages to aid or train them how to respond in appropriate ways to customers.
Get personalized, real-time help online or in your apps
Start personalized live chats, in-app or online, with your customers based on how they're using your site. Deliver chat around the globe with multilingual support. And scale your customer support with AI-powered chatbots that help answer routine asks.
Connect your agents and increase productivity
By connecting each live chat with a complete customer profile for context, agents can move quickly using customer chat sneak peek, keyboard shortcuts, and prewritten messages. Plus, routing chats to the right agents is easy.
Improve your team, improve your customer service
Get the most out of your team by coaching agents in real time with private messages. You can also monitor their queues, balance workloads, tap into metrics, and use instant messaging sessions. That’s the power of Chat.
