1. Chat(Live Agent):
Salesforce Live Agent(Chat) is a tool provided by salesforce that helps in communicating with customers directly.
Agents can directly interact with customers and help in resolving cases
Formerly called as Live Agent.
To enable Live Agent in lightning, need to configure omni-channel
2. Advantages of Live Agent:
Agents can handle multiple chats at once and drive down the support cost
Huge customer satisfaction
Customer focussed and resolve issues faster and quicker
Improved customer rating(CSAT)
3. Configure Live Agent
Step1: Enable Live Agent
Step 2: Assign Chat Users or create users and assign them Chat user access
Step 3: Assign Live Agent skills/Create Live Agent Skills
Step 4: Configure Live Agent configurations
Step 5: Configure Chat Buttons
Step 6: Configure Live Agent deployments
Step 7: Create a VFP
Step 8: Modify or create a console App
4. Enable Live Agent
From the Setup, Enter Chat Settings in the Quick Find box, then select Chat Settings.
Select Enable Chat.
Click Save.
5. Create/Assign Chat users
Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat.
From Setup in Salesforce Classic, enter Users in the Quick Find box, then select Users.
Click Edit next to a user’s name.
Select Chat User. If you don’t see this checkbox, verify that your support organization has purchased enough Chat feature licenses.
Click Save.
6.Create/Assign Live Agent Skills
Skills identify our agents areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas.
From Setup, enter Skills in the Quick Find box, then select Skills.
Click New.
Enter a name for the skill.
In the Assign Users area, select the users whom you want to associate with the skill.
In the Assign Profiles area, select the profiles that you want to associate with the skill.
Click Save.
7.Live Agent Config
Chat configuration settings control the functionality that’s available to agents and their supervisors while agents chat with customers.
Can have multiple configurations to support different types of agents and supervisors.
8. Live Agent Chat Button
Create Chat buttons so that customers can request a chat with the agents directly from our website.
From Setup in Salesforce Classic, enter Chat Buttons in the Quick Find box, then select Chat Buttons & Invitations.
Click New.
Select Chat Button from the Type field.
Choose the remaining settings for your chat button.
Click Save.
Types of button:
Chat Button
Automated Invitation
Routing Type:
Choice
Least Active
Most Available
Omni-Channel Queue
Omni-Channel Skills
Live Agent Chat Button:
Least Active
Agent A and B overall Capacity=5
Agent A have 3 active work items with capacity impact of 1.
Agent B has 1 active work items with capacity impact of 4
Because Agent A has a lower capacity impact than Agent B, incoming work items are routed to Agent A.
Most Available
Agent A and B overall Capacity=5
Agent A have 3 active work items
Agent B have 1 active work items
Because Agent B has most capacity, incoming work items will be routed to Agent B.
9. Live Agent deployments
Chat configuration settings control the functionality that’s available to agents and their supervisors while agents chat with customers.
Can have multiple configurations to support different types of agents and supervisors.
Salesforce generates a few lines of JavaScript for you to add to your company's web page.
10. Create VFP
From Setup → VisualForce Pages
Create new VFP
<apex:page >
<a id="liveagent_button_online_5732E000000YLpY" href="javascript://Chat" style="display: none;" onclick="liveagent.startChat('5732E000000YLpY')"> Online Chat with agent </a><div id="liveagent_button_offline_5732E000000YLpY" style="display: none;"> Offline Chat Content </div><script type="text/javascript">
if (!window._laq) { window._laq = []; }
window._laq.push(function(){liveagent.showWhenOnline('5732E000000YLpY', document.getElementById('liveagent_button_online_5732E000000YLpY'));
liveagent.showWhenOffline('5732E000000YLpY', document.getElementById('liveagent_button_offline_5732E000000YLpY'));
});</script>
<script type='text/javascript' src='https://c.la1-c2-ia2.salesforceliveagent.com/content/g/js/45.0/deployment.js'></script>
<script type='text/javascript'>
liveagent.init('https://d.la1-c2-ia2.salesforceliveagent.com/chat', '5722E000000YL06', '00D2E00000142T6');
</script>
</apex:page>
LiveAgent vs snapins:
It's been always a question to many when to use Live Agent and when to use Snapins, here is the simple answer -
Salesforce Live Agent(Chat) is a tool provided by salesforce that helps in communicating with customers directly.
Agents can directly interact with customers and help in resolving cases
Formerly called as Live Agent.
To enable Live Agent in lightning, need to configure omni-channel
2. Advantages of Live Agent:
Agents can handle multiple chats at once and drive down the support cost
Huge customer satisfaction
Customer focussed and resolve issues faster and quicker
Improved customer rating(CSAT)
3. Configure Live Agent
Step1: Enable Live Agent
Step 2: Assign Chat Users or create users and assign them Chat user access
Step 3: Assign Live Agent skills/Create Live Agent Skills
Step 4: Configure Live Agent configurations
Step 5: Configure Chat Buttons
Step 6: Configure Live Agent deployments
Step 7: Create a VFP
Step 8: Modify or create a console App
4. Enable Live Agent
From the Setup, Enter Chat Settings in the Quick Find box, then select Chat Settings.
Select Enable Chat.
Click Save.
5. Create/Assign Chat users
Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat.
From Setup in Salesforce Classic, enter Users in the Quick Find box, then select Users.
Click Edit next to a user’s name.
Select Chat User. If you don’t see this checkbox, verify that your support organization has purchased enough Chat feature licenses.
Click Save.
6.Create/Assign Live Agent Skills
Skills identify our agents areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas.
From Setup, enter Skills in the Quick Find box, then select Skills.
Click New.
Enter a name for the skill.
In the Assign Users area, select the users whom you want to associate with the skill.
In the Assign Profiles area, select the profiles that you want to associate with the skill.
Click Save.
7.Live Agent Config
Chat configuration settings control the functionality that’s available to agents and their supervisors while agents chat with customers.
Can have multiple configurations to support different types of agents and supervisors.
8. Live Agent Chat Button
Create Chat buttons so that customers can request a chat with the agents directly from our website.
From Setup in Salesforce Classic, enter Chat Buttons in the Quick Find box, then select Chat Buttons & Invitations.
Click New.
Select Chat Button from the Type field.
Choose the remaining settings for your chat button.
Click Save.
Types of button:
Chat Button
Automated Invitation
Routing Type:
Choice
Least Active
Most Available
Omni-Channel Queue
Omni-Channel Skills
Live Agent Chat Button:
Least Active
Agent A and B overall Capacity=5
Agent A have 3 active work items with capacity impact of 1.
Agent B has 1 active work items with capacity impact of 4
Because Agent A has a lower capacity impact than Agent B, incoming work items are routed to Agent A.
Most Available
Agent A and B overall Capacity=5
Agent A have 3 active work items
Agent B have 1 active work items
Because Agent B has most capacity, incoming work items will be routed to Agent B.
9. Live Agent deployments
Chat configuration settings control the functionality that’s available to agents and their supervisors while agents chat with customers.
Can have multiple configurations to support different types of agents and supervisors.
Salesforce generates a few lines of JavaScript for you to add to your company's web page.
10. Create VFP
From Setup → VisualForce Pages
Create new VFP
<apex:page >
<a id="liveagent_button_online_5732E000000YLpY" href="javascript://Chat" style="display: none;" onclick="liveagent.startChat('5732E000000YLpY')"> Online Chat with agent </a><div id="liveagent_button_offline_5732E000000YLpY" style="display: none;"> Offline Chat Content </div><script type="text/javascript">
if (!window._laq) { window._laq = []; }
window._laq.push(function(){liveagent.showWhenOnline('5732E000000YLpY', document.getElementById('liveagent_button_online_5732E000000YLpY'));
liveagent.showWhenOffline('5732E000000YLpY', document.getElementById('liveagent_button_offline_5732E000000YLpY'));
});</script>
<script type='text/javascript' src='https://c.la1-c2-ia2.salesforceliveagent.com/content/g/js/45.0/deployment.js'></script>
<script type='text/javascript'>
liveagent.init('https://d.la1-c2-ia2.salesforceliveagent.com/chat', '5722E000000YL06', '00D2E00000142T6');
</script>
</apex:page>
LiveAgent vs snapins:
It's been always a question to many when to use Live Agent and when to use Snapins, here is the simple answer -
If you are looking for an embedded chat support in your website, use Web
Snap-ins. If you are fine with a pop-out window, use Live Agent chat client.
If you are implementing for the first time, then it is recommended to use snap-ins as the chat is kept alive (chat session is maintained) for as long as the chat is not ended by the user or the agent. The deployment code needs to be added to all the pages to ensure continuity of chat.
If you are implementing for the first time, then it is recommended to use snap-ins as the chat is kept alive (chat session is maintained) for as long as the chat is not ended by the user or the agent. The deployment code needs to be added to all the pages to ensure continuity of chat.
No comments:
Post a Comment