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To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.

For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.

To provide different levels of support and ensure adherence to service-level agreements (SLAs), utilizing Entitlements is recommended. Entitlements define customers' rights to specific support services and SLAs, enabling Cloud Kicks to manage and enforce different support levels effectively, ensuring that agents deliver the appropriate level of service to each customer.

In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.

Einstein Reply Recommendations use AI to suggest responses to agents during messaging sessions, automating standard replies and improving efficiency. This feature helps reduce the time spent by agents on crafting responses, thereby enhancing the quality of customer interactions with minimal configuration effort.

Comprehensive and Detailed Explanation:

To reduce the volume of email notifications sent to support agents when case ownership changes, administrators can modify the Support Settings in Salesforce.

From the official Salesforce Help documentation:

"Select Cases. Select Support Settings. Deselect the Notify Case Owners when Case Ownership Changes checkbox to disable email notifications."

—Salesforce Help

By unchecking this setting, Salesforce will no longer automatically send email notifications to agents upon changes in case ownership, thereby reducing email clutter and allowing agents to focus on more critical communications.

To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.

To meet the requirements of different access levels for account managers and support engineers, configuring Case Teams with appropriate roles and applying field-level security to the Personal Identifiable Information (PII) data field is advisable. This approach allows for granular control over access to case information and PII data, ensuring that each role has the necessary permissions while maintaining data privacy and security.

Creating a data category for each product and assigning these categories to service agents based on their product specialization ensures that agents only see relevant articles during Lightning Knowledge searches. This approach streamlines access to information and enhances support efficiency for specific product lines.

Salesforce Digital Engagement enables real-time customer interactions across various digital channels, including web chat, SMS, WhatsApp, Facebook Messenger, and more. This feature allows support agents to communicate with customers seamlessly, whether they're using computers or mobile devices.​

Key Features:

Omnichannel Support:Integrates multiple communication channels into a unified platform, ensuring consistent customer experiences.​

Real-Time Communication:Facilitates immediate interactions between customers and support agents, enhancing responsiveness.​

AI-Powered Chatbots:Utilizes Einstein Bots to handle routine inquiries, freeing up agents for more complex issues.​

Unified Agent Console:Provides agents with a consolidated view of customer interactions across all channels, improving efficiency.​

By implementing Digital Engagement, Universal Containers can meet its goal of providing real-time support to customers on their preferred devices and platforms.​