Configure Your Salesforce Live Agent in 5 Simple Steps!
Live Agent is a native Tool from Salesforce which allows you to hold an interactive chat with your site visitors. Once your live agent is active, you should be able to chat with users in real-time. Information shared over the chat is then saved to Salesforce instance and used for reporting.
Live chat is a useful tool for collecting user feedback, as well as providing support for users as they navigate your site. Live Agent can be set up by contacting Salesforce.com to set up your specific instance of Live Agent-enabled Salesforce. The tool comes at an additional cost, and is only available for those subscribed to the Service Cloud – Enterprise or Performance editions.
Step #1: Getting started
Once Salesforce.com has enabled your Live Agent feature, you should see options for Live Agent on your startup menu by following the path Setup>>Build>>Customize>>Live Agent.
Step #2: Creating user skills
User skills allow you to define the people who will be actually talking to site visitors. You’ll want to select users with a varied set of skills and/or knowledge in different subjects. For instance you can have hardware experts and web-based technology experts. Once properly set up, the user skills function enables you to route questions to the right person speedily. Ensure that the user skill doesn’t become over complicated by only providing a few options – one employ per skill are is sufficient
Step #3: Creating the Live Agent button
The Live Agent button is the element that connects which user skills are needed for questions asked. At this stage, there are other settings to be configured including language, auto-greeting, pre and post chat forms, images, custom agent names etc.
You are advised to carefully evaluate your Chat Buttons &Invitationsin the setup menu to ensure you’ve covered all areas of how the button will operate on your site. If you need additional functionality, you will have to use VisualForce or APEX to alter the code through your development team.
Step #4: Establishing custom configurations
This is mostly about setting up internal employee configurations i.e. everything about how your employees will interact with the Live Agent. All out-of-the-box enhancements are set up in the Configuration; any extras must be coded for as above. Careful review is of all settings is advised.
Consult if you need Custom APEX to enable further customization.
Settings to be configured include User Profile Assignment, Basic Information, Chat Transfer Settings, Supervisor Settings etc. the chat Supervisor has additional privileges, like viewing ongoing chats and sending messages to agents without having the customer see them.
Step #5: Configuring your deployments
Finally, these settings allow you to set visitor permissions for saving chat transcripts, permitted domains and specific branding information. Once the settings are saved, the deployment code for each webpage is stored and will generate the Deployment detail page. This code can be taken and pasted to the webpage code.
These are all the basic steps for live agent setup. Test out its performance by first logging on to your Salesforce profile and going to the service console. Ensure your account is active so that live chats can come in. transcripts are stored in your Salesforce and can be customized and/or summarized for Salesforce reporting.
The writer is a qualified and experienced Salesforce product specialist, including Salesforcechangesets. Contact them below for more information or with queries related to CRM services.