Book Image

Mastering Salesforce CRM Administration

By : Rakesh Gupta
Book Image

Mastering Salesforce CRM Administration

By: Rakesh Gupta

Overview of this book

The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects. From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization’s Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce.
Table of Contents (20 chapters)
Mastering Salesforce CRM Administration
Credits
Foreword
About the Author
About the Reviewers
www.PacktPub.com
Customer Feedback
Preface

Live agent


Salesforce live agent is an out-of-the box feature that provides the power to communicate with your website visitors in real time. You may have noticed that there is a Need help? Chat with us! button on almost every company website, as shown in the following screenshot:

Live chat offers customers exactly what they are looking for from a customer support team, that is, real time interaction. Amazon, ExpressVPN, and Apple are a few companies that offer live chat as a channel of support for their customers. The following are a few benefits of having a live chat on the company website:

  1. Real-time conversion with the customer and the ability to share files or screen.

  2. Live chat is cost saving as one live chat agent can handle multiple customers simultaneously.

  3. Studies prove that offering a live chat feature on the company website can bring more sales.

  4. It also helps the organization to improve the call center deflection rates.

  5. A live chat agent can drive both sales and service.

Note

Use the...