Use Your Service Console to Maximize Efficiency

As service agents, you can use the service console in Consumer Goods Cloud for Service to provide world-class service to customers. You can improve operational efficiency by using quick actions in the console to manage customer accounts, orders, and pricing, thus helping service agents achieve their targets and gain more incentives.

Service agents can manage these objects via the service console.

Accounts

• Engage with customers on various channels such as Open CTI and Omni-Channel.
• Address customer complaints and inquiries through Customer 360.
• Verify the identity of a customer, store manager, or authorized representative by using Identity Verification.
• View customer and store manager details in Customer Profile Card.

Orders

• Place orders with Penny Perfect Pricing.
• Use Action Launcher to create and edit orders, and resolve service cases.
• Use Record Alerts to get reminders or follow-ups on payments.
• Use Salesforce Knowledge Cards to manage conversations with customers efficiently, and resolve inquiries and complaints.

Pricing

• Calculate orders with accurate pricing by using Simple Pricing and Penny Perfect Pricing.
• Use identical conditions and pricing rules for both CG Desktop and CG Offline Mobile App.