Explore the Components of the Contact Center

Contact Center for Health Cloud offers a 360-degree view of the member, including patient info, member plan details, health-related specifications, and a timeline of the member’s interactions with the contact center agents. Agents can also use quick actions to complete tasks, receive alerts, and read knowledge articles.

• Identity Verification and Engagement Details in the Contact Center
  Help contact center agents confirm a member’s identity and capture engagement details such as the reason for a call by using Identity Verification.
• Enhanced Timeline for the Contact Center
  Enable contact center agents to view important information on a timeline. Contact Center’s Timeline is an interactive component that displays past engagements, discussion topics, and cases. Agents can set date ranges to view specific events, and create and update records.
• Flexcards for the Contact Center
  The contact center uses Flexcards to provide contact center agents with critical information about the patient’s details, health information, and insurance plan. Flexcards are customizable templates that you can configure and stylize.
• Action Launcher for the Contact Center
  Help contact center agents quickly deploy commonly-used processes and workflows. Configure frequently-used actions and pin them to the Action Launcher component.
• Record Alerts in the Contact Center
  In the Contact Center, Record Alerts notifies the contact center agent when there’s a record change that requires immediate attention. Configure which record changes you want to trigger those alerts.
• Open CTI Softphone for the Contact Center
  Integrate the Contact Center with Open Computer Telephony Integration (CTI) Softphone to help contact center agents seamlessly manage members’ calls directly in Salesforce.