About Salesforce Integration
This section describes the process of integrating the application with Salesforce applications. If there is no need or intention to integrate the application with Salesforce, please ignore this section.
About Chat Integration
Chat works alongside Salesforce to give agents the resources necessary to provide customers with quality support. The features of the integration can be accessed from the Advisor Desktop, as well as from the Salesforce CRM. While using the Advisor Desktop, agents communicating with customers can directly access the customer’s information stored in the Salesforce CRM.
In addition to the customer’s information being accessible through the Advisor Desktop, a method for tracking chat history with Salesforce integration is also provided. Chat transcripts from previous conversations with a customer that have taken place in Advisor Desktop can be viewed in the Salesforce CRM to provide a consistent point of reference for agents.
For more information, see eGain for Salesforce User Guide.
About eGain Knowledge
Agents can use eGain Knowledge within the Salesforce CRM application in several ways:
-
Agents can browse the knowledge base and search for articles that address the current issue, without creating a case.
-
Agents can conduct a search of the knowledge base using the eGain Solve tab or the Solve button. They can add articles as solutions to the case.
-
Agents can see which solutions have already been provided to a case and review the details of each article.
For more information, see eGain for Salesforce User Guide.
Related Topics: