Table of Contents
What is Salesforce LIVE agent?
Share this article… Salesforce Live Agent is a native Salesforce tool that provides the ability to communicate in real-time with your web site users.
How to enable live support in Salesforce?
In real life scenario you can see there are multiple sites which does have chat icon from where you can directly get support from support team, that is now possible by Salesforce live agent too. Click on enable live agent and hit “Save” button.
Does Salesforce support support Internet Explorer 7 and 8?
Salesforce Customer Support will not investigate issues related to Internet Explorer 7 and 8 after this date. Supported Browsers | Browser Support and Configuration | Salesforce Developers Share your feedbackabout our new site.
What kind of issues can I handle in Salesforce chat?
Salesforce Chat is intended to handle smaller, quick issues that can easily be resolved in one interaction. But if your team also handles more complex issues, never fear!
An Introduction to Salesforce Chat (Live Agent)
Salesforce Chat (formerly Salesforce Live Agent) is a native Salesforce tool that enables the customer service team to communicate in real-time with your website users. We have all seen the little ‘chat to an agent’ buttons on company websites, usually when trying to find a way to contact a support team.
Salesforce Chat Features
Salesforce Chat has a lot of great features, but here are some favourites that can help you fully leverage the tool!
Customization and Enhancements
Like pretty much all Salesforce products, there are also amazing ways to extend the tool beyond the out-of-the-box features. Here are some of our favourite ways to customize and enhance your chat implementation!
Keep Learning!
If you want to learn more about Salesforce Chat, check out the Digital Engagement Data Sheet from Salesforce. For Salesforce Chat pricing, visit the official product page. And, as always, Trailhead can be a great place to learn more about Salesforce Chat and try some hands-on activities!
What is live agent?
With Live Agent, you can coach agents in real-time with private messages. You can also monitor agent queues to balance workloads and maximise productivity. But beyond that, you can tap into metrics on the full history of an agent’s performance and instant message sessions. Your team will be working faster and smarter.
How does live chat work?
By connecting each live chat with the complete customer profile, answers can be delivered both in context and with an eye toward the overall customer experience . Chats can be quickly routed to the right subject matter experts. And agents can provide answers faster with a sneak peek to customer chat and keyboard shortcuts to pre-written messages.
Does Internet Explorer 9 support Salesforce?
Internet Explorer 9 isn’t supported for Salesforce Analytics Cloud. Internet Explorer 9 and 10 aren’t supported for the Lightning App Builder. For configuration recommendations, see Configuring Internet Explorer. Salesforce makes every effort to test and support the most recent version of Firefox.
Is Salesforce supported in Internet Explorer?
The full Salesforce site is not supported in Internet Explorer on touch-enabled devices for Windows. Use the Salesforce1 mobile browser app instead. The Salesforce1 Setup page and the Salesforce1 Wizard require Internet Explorer 9 or later. The HTML solution editor in Internet Explorer 11 is not supported in Salesforce Knowledge.
Enable Digital Experiences
Customer sites give customers an easy way to interact with a company whenever and wherever they are. They can search for articles, ask questions, and get crowd-sourced answers. This functionality is exactly what Category 1 Biking needs to engage their loyal fans.
Run the Chat Agent Guided Setup Flow
The Chat Agent setup flow is a quick way to get up and running with live web chat. When you complete the flow, you’re ready to start chatting with your customers.
Modify the Chat Agent Chat Window Title
Enter Deployments in Quick Find, then select Deployments.
Note: If Deployments does not appear as an option in Quick Find, refresh the page.
Create a Chat Agent Skill
Skills are areas of expertise you assign to agents, so chats are routed to an agent with the right knowledge base. You can create skills for channels, products, escalation paths, and more. For example, Category 1 Biking might want to assign different skills for bikes for adults versus bikes for kids.
Add Chat Agent to the Service Console
Later in the project, you simulate a chat session between you and (ahem) yourself. To do that, add Chat Agent to the Service Console in your Trailhead Playground.