Common Features in Consumer Goods Cloud for Sales and Service

Make the most of the Consumer Goods Cloud for Sales and Service app with these additional capabilities available for use from multiple Industries clouds.

Action Launcher

Use Action Launcher to find and execute actions, such as scheduling visits, escalating a case, and creating an order. You can configure actions to suit your business use cases, by using flows, OmniScripts, or quick actions.

Customer Profile Card

Sales agents or Service agents can quickly view customer and store manager details in the Customer Profile card.

The Customer Profile card includes these details:

• Name and image of the store from the Account details.
• Store details that include a contact number, address, and email ID from the Account object.
• The store manager's name and store manager’s image determined using the contact information.
• Store manager contact details that include a contact number, address, and email ID, from the Contact object.

Identity Verification

Identity Verification helps your sales agents or service agents verify the identity of a customer or store manager or any other authorized representative. To authenticate a caller’s identity, an agent can use the Identity Verification feature by asking them predefined questions and locating their profile in the customer database. You can choose the details that the customer must provide to prove their identity, such as birth date, email, account number, or phone number.

Record Alerts

Agents can use alerts on related activities, such as payment issues, order delays, and open cases to proactively address issues. Set up alerts as per your business needs.

Details, Advanced Orders, and Penny Perfect Pricing

Get a 360-degree view of the customer’s account, cases, and orders. Agents can quickly create orders or edit orders with minimal clicks and scrolling. Agents can calculate the order prices with the simple pricing and Penny Perfect pricing features.

Timeline

Get a comprehensive, chronological, and interactive view of customer-related activities in a single place. For example, when a customer calls to enquire about their order, the agents can create an engagement interaction. The engagement interaction is included in the Timeline, making the interaction viewable for other agents.

To create a custom timeline, configure the Timeline component included with the Industries Service Excellence or the Industries Sales Excellence license and add the component to the required page.

Omni-Channel

Omni-Channel saves time and effort by automatically routing the assignments based on the agent's status.

Salesforce Knowledge

Agents can get quick access to relevant knowledge articles and answer customers’ questions.

Engagement Interactions

Computer-Telephony Integration (CTI) helps agents initiate the identity verification flow and engage in interactions. Using the Engagement Connect APIs, you can configure the link between the softphone and an Engagement Interaction record.