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Prerequisites for Setting Up the Insurance Agent Console
Review these prerequisites and considerations to set up and use the Service Console for Insurance customers.
OrgPref
Get the OrgPref for Service Excellence for Insurance to get access to the Service Console for Insurance. For more information, see Get Access to Insurance Agent Console.
Timeline
To use the Timeline component in the console, enable Timeline in Setup. The Insurance Agent console has a preconfigured Insurance Timeline component that shows the engagement interaction records for an insurance customer.
To create a custom timeline that shows other insurance object records, configure the Timeline component included with Industries Service Excellence, and add the component to the Service Excellence account record page. To learn how a timeline works, see View Events Using Timeline in Salesforce.
Record Alerts
Configure record alerts that meet your business needs. Insurance Agent Console has preconfigured alerts for these scenarios:
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New claims
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Policy renewal
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Payment due
Actions
File Upload
File Upload action triggers an OmniScript to upload files to different objects. Since it is configured on the Account object, the uploaded file is attached to the Account object and can be found in the Notes and attachments. All the file extension types are supported.
You can configure actions that meet your business needs. See Create Actions & Recommendations Deployment.
Identity Verification
To use Identity Verification with the console, use the preconfigured Insurance: Verify Caller Identity Flow. To add the flow to your component, from the Setup menu (the gear icon), click Edit Page. Select the flow, and then activate the page. You can also clone and customize the flow to meet your business requirements. To learn more, see How Identity Verification Works in Insurance.
Engagement Interaction Records
To integrate computer-telephony with the Insurance Agent Console, configure computer-telephony integration (CTI) systems. You can set up a softphone using Service Cloud’s CTI integration, and the identity verification flow and the engagement data model work seamlessly with Service Cloud’s CTI process. Then, use the Engagement Connect APIs to configure the link between the softphone and an Engagement Interaction record. This ensures that an Engagement Interaction record is automatically created when an inbound call comes in.
To configure CTI, see Salesforce Open CTI. To use the Connect APIs, see Engagement Connect APIs.
