Salesforce.com has added a data science analytics capability to its customer relations management (CRM) platform by incorporating a new Intelligence Engine to is Salesforce Service Cloud.
The enhancement enables organizations to assign cases to service agents based on their skill sets, case history or the communication channel where the case originated.
It also improves business process by allowing agents to escalate cases beyond the support department to sales and marketing. This results in the development of potential sales leads which can be farmed out to the appropriate teams and individuals.
Instead of relying on the manual process of filling agent’s queues with cases, with Service Cloud businesses can also automatically manage and allocate workload depending on demands for multichannel support.
The Seamless Omni-Channel Customer View feature, also allows customers to start a conversation with an agent in one channel and change over to another channel without having to re-identify themselves to a new agent.