Up next in 10
Show More Show Less
View Video Transcript
0:07
Hello everyone. In this video, we are
0:09
going to see how to customize Salesforce
0:13
messaging session transfer and also the
0:17
conference list.
0:20
If you are a system administrator or if
0:22
you are a developer in Salesforce and
0:24
then if you wanted to configure
0:28
the service representatives
0:31
transfer option and also the conference
0:33
option in the enhanced conversation
0:36
component then you can make use of this
0:38
video as a reference.
0:42
Let's see a demo of uh the transfer and
0:46
as well as the conference uh option that
0:48
are available in Salesforce enhanced
0:51
conversation component.
0:58
Okay, let's uh test this using enhanced
1:03
chat option. So, I'm going to test my
1:06
enhanced uh
1:09
web chat.
1:13
I'm going to
1:16
initiate a chat. It is in position one.
1:20
As a service representative, I'm going
1:23
to uh make myself available for
1:26
messaging. I have set auto acceptance.
1:29
So, the messaging session was
1:32
automatically accepted.
1:35
I'm going to say test so that we can
1:37
verify.
1:40
So I can see the test message as a
1:43
service representative. So here I have
1:45
two options. Uh so that I can select
1:49
user flow
1:52
and as well as Q. For example, here I
1:54
can click this transfer icon and then I
1:57
should be able to
1:59
select uh agent flow and as well as Q.
2:03
But I'm not able to see flow and the Q
2:08
uh options. Uh here same when I click
2:12
the conference I'm not able to see flow
2:15
and Q option.
2:20
In order to control these two options uh
2:23
list we have to update the presence
2:28
configuration.
2:30
So go to presence configurations in
2:32
Salesforce setup. Select the
2:37
presence configuration.
2:41
So here Q transfers are turned off and
2:44
as well as the flow transfers are turned
2:47
off. That's the reason when I select uh
2:51
transfer icon or if I select conference
2:54
icon, I'm not able to see Q and flow.
3:01
This one I have selected transfer
3:03
profiles as system administrator. So if
3:06
my agent's profile is system
3:08
administrator then I will be able to
3:10
search that agent and then I will be
3:12
able to select it.
3:16
If you wanted to enable Q transfer then
3:20
edit the presence configuration
3:25
and select the Q. If you wanted to give
3:30
all Q access then you can select select
3:33
all Q's but the recommendation what I
3:36
would give is select the right Q so that
3:41
they are not scrolling and finding the
3:42
right Q. uh because uh that will give a
3:45
bad user experience. So if I am an end
3:47
user requesting for some assistance and
3:49
if the agent is scrolling down and find
3:51
the right queue so that it can be routed
3:53
to the right set of people to assist. Uh
3:56
so in order to avoid that uh chaos, we
4:00
can make use of selecting the right uh
4:04
uh cues so that the agents can easily
4:06
select when they click transfer icon or
4:09
conference icon.
4:11
Click save. Once it is saved, the agents
4:16
should uh go offline,
4:22
it is better if I refresh the screen so
4:24
that I won't get any caching issue. So
4:28
I'm again setting my status to
4:30
messaging. So now if I click transfer
4:34
icon or uh if I click the conference
4:38
icon, I will be able to see Q.
4:42
So make use of presence configuration to
4:45
control what option sorry what list the
4:50
service representatives will be able to
4:52
see when they click transfer icon or
4:55
conference icon.
4:58
One important thing to note here is this
5:01
presence configuration
5:03
under agent settings under transfer
5:06
destinations whatever we modify here is
5:09
applicable for both conference and as
5:13
well as transfer.
5:15
We won't be able to control transfer and
5:18
conference
5:20
independently or separately.
5:28
Please check the video description. In
5:30
the video description, I have shared my
5:32
blog post. You can use the blog post as
5:35
a reference for your Salesforce uh
5:39
development so that you can customize
5:41
the Salesforce messaging transfer and
5:43
conference destinations.
5:50
I hope it was helpful.
5:55
Thank you for watching.
Computers & Electronics
Internet Software
Internet & Telecom
Science