Einstein Analytics for Service Cloud : Khushali Jain
Einstein Analytics for Service Cloud
by: Khushali Jain
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Einstein Analytics for
Einstein Analytics for
April 15, 2021 at 06:01PM
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The original post is available in Cyntexa by Khushali Jain
this post has been published as it is through automation. Automation script brings all the top bloggers post under a single umbrella.
The purpose of this blog, Follow the top Salesforce bloggers and collect all blogs in a single place through automation.
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by: Khushali Jain
blow post content copied from Cyntexa
click here to view original post
Einstein Analytics for
Service Cloud
Einstein Analytics for
Service Cloud
Introduction
Industry
Legal Service Industry
Products
Einstein Analytics
Service Cloud
Capabilities
Build and Implement
Our Client is a Law firm which onboards Lawyers and Clients/Customers under them. They have their website, and through a web, they get data in Salesforce to the case form. We had to set up Service Cloud And Einstein Analytics to make their Management System more efficient and effective and add knowledge articles to manage their cases and give better customer service to their customers.
Project Challenges
Project Challenges
Following are the challenges which they were facing:
- Difficulty in managing knowledge articles as the number of Cases and Knowledge articles is huge in numbers: As there are multiple cases that are stored and it becomes difficult to find the best knowledge article for the case at the required time so it becomes difficult and takes a good amount of time and effort to find the best article to solve an issue/case.
- Difficulty in managing customer service via Chat: When a customer tries to make some inquiry via Chat, the support team has to think, research, and frame a message according to the inquiry, which takes time and may result in customer dissatisfaction.
- Difficulty in Case Classification: There are multiple types of cases that get registered in huge numbers, so the Internal team faces problems in classifying the type of cases.
- Difficult to understand customer behavior: The internal teams face difficulties in understanding customer behavior, and even if they try to do so, it is a time-consuming process.
- Solving customer inquiries via various platforms: Using many platforms such as (Facebook, Whatsapp, SMS) is a difficult consuming process if done manually as we can receive multiple requests simultaneously, resulting in delays in replies is an expensive process.
Project Solutions
Project Solutions
We implemented the following solution to overcome the above challenges for our client
- Integration of Einstein Analytics: We integrated Einstein Analytics in their Salesforce and used Einstein Article Recommendations, and built an AI model using a simple, three-step wizard by their past/previous cases. The model learns what Knowledge articles helped agents solve cases in the past to recommend articles to help resolve new cases.
Project Results
Witness the increase in productivity and reduction in time upon successful delivery of the project.
Improved Customer Management by
Improved Customer Service by
Decreased workload by
Improved Customer Understanding by
Also view our latest Case Studies
Let’s Discuss Your Project
Send us your requirements.
Let’s Discuss Your Project
Send us your requirements.
Email Us
Let’s Discuss Your Project
Send us your requirements.
Let’s Discuss Your Project
Send us your requirements.
The post Integration of Salesforce Marketing Cloud with Salesforce Sales Cloud appeared first on Cyntexa.
April 15, 2021 at 06:01PM
Click here for more details...
=============================
The original post is available in Cyntexa by Khushali Jain
this post has been published as it is through automation. Automation script brings all the top bloggers post under a single umbrella.
The purpose of this blog, Follow the top Salesforce bloggers and collect all blogs in a single place through automation.
============================
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