Posts Tagged ‘Lightning Service Console’

5 Tips for Amazon Connect Salesforce integration: CTI v2

In early September, Amazon released a revised version of the Amazon Connect CTI adapter for Salesforce (v2), adding several new features and allowing for a deeper integration between the contact center and CRM. The following articles contain the official announcement: Building an automated AI experience with Amazon Connect and Salesforce Service Cloud Amazon Connect Salesforce […]

Lightning Strikes Again with New Service Cloud Features

An Introduction to the New Salesforce Service Cloud  Salesforce touts themselves as “the world’s #1 customer service platform” and they have taken another step forward in solidifying that position. The recent updates in their Summer ’17 release are aimed at accelerating Service Cloud setup and customization, productivity enhancements for agents when handling cases, and enhancements […]

5 Ways to Resolve Cases Faster with the New Lightning Console

Have you ever had a client that has a case SLA of less than 5 minutes? Well, let me tell you they do exist, and every click, drag and scroll counts towards making sure you close that case as soon as possible. When your agents are coming from using only emails to communicate with Partners […]

Lightning Service Console Best Practices and Winter ’17

Our customer, GoPro, had the honor of sharing their Salesforce success story along with some Service Cloud Console best practices at Dreamforce a few weeks ago. If you weren’t able to go to this particular session or were unable to attend Dreamforce this year, here are the highlights presented by Scott Murphy, Sr. Manager of Support, Global Operations. This blog also includes a […]