November 2019
Intermediate to advanced
672 pages
13h 39m
English
Content preview from Salesforce Advanced Administrator Certification Guide
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Configuring Omni-Channel
Customer happiness is a key success factor in CRM. If your customers are not satisfied with the support they are receiving, they may give your services and products a bad review, and that's not good for business.
Even if a customer has a problem with a product or service, being able to solve the issue quickly changes the customer's perception of the issue; they know that the business' support has prioritized them and that the issue will be fixed soon.
While multi-channels give the customer the freedom to choose their preferred channel (web, SMS, phone, chat, a email), Omni-Channel featured services allow agents to be delivered to the most important cases from all the channels. That's why we say that the Omni-Channel ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.