Summary
Omnichannel for Customer Service provides various tools that organizations can use to ensure that agents are able to react to incoming customer requests quickly and effectively and enable them to be more productive through different time-saving tools.
This module described tools that are available to help increase agent productivity, including:
Describing quick replies and how they can be used to reduce the time that agents spend entering information into chat windows.
Examining the process to help agents create their own personal quick replies and how they would build them.
Reviewing how to enable and configure the different notification features that are available, such as configuring sound notifications and missed conversation settings.
Explaining how to enable conversation auto-assignment.
Examining how to use knowledge management capabilities from Customer Service Hub to be used by agents in Omnichannel for Customer Service.
Your next step would be to gain a deeper understanding of the administrator workflow and when you should enable the tools and features that were examined in this module. This in-depth learning includes creating the different types of templates that are used in Omnichannel for Customer Service and how the App profile manager can be used to control what capabilities are made available to groups of agents. Gaining a deeper understanding of the knowledge management capabilities would also be helpful.