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Features of Agent Console
Learn how the Agent Console app supports the business operations and needs of Energy and Utility companies.
Required Editions
| Available in: Enterprise, Performance, Unlimited, and Developer Editions |
The Agent Console app is built for the service rep persona. Customer service reps assist customers with their queries and complaints over a phone call.
Reps also serve as the points of contact between customers and technicians whenever needed. With Agent Console, reps can make informed recommendations to customers based on their account information, interaction history, previous cases, and other details.
Note: You can get hands-on experience with a fully configured org that includes rich sample data in a Learning Trial Org.
Core Capabilities in Agent Console
| Business Requirement | Features to use |
|---|---|
| View the basic details of a customer account | Use the Overview tab of the Agent Console |
| View the billing details for a customer premises | Use the Billing and Usage tab of the Agent Console |
| View the a summary of financial payments and adjustments for a customer | Use the Financials tab of the Agent Console |
| View a list of addresses for a customer’s billing account | Use the Premises tab of the Agent Console |
| Start a service or stop a service for a customer | Set up the Action Launcher and use guided steps for starting or stopping a service |
Extended Capabilities in Agent Console
| Business Requirement | Features to use |
|---|---|
| Visually identify the different types of relationships and businesses related to accounts. | Use Actionable Relationship Center graphs to visualize an account's list of records, such as households, products, and assets. |
| Relate customers with attributes and tags to make communication more personalized. | Use Interest Tags to tag records with key attributes and customer preferences. You can share the tags with anyone in your company. |
| Automate and simplify complex business processes with low-to-no-code tools. | Use Flows for Industries— which includes Omnistudio, Data Processing Engine, Business Rules Engine, Decision Tables, Intelligent Form Reader, and Document Generation—to transform data and deliver customer-centric experiences. |
| Create a plan of action when business processes and records change and take necessary actions to implement the plan. | Use Action Plan Templates and Action Plans to act quickly on milestones or events. |
Other Products that Work with Agent Console
| Business Requirement | Features to use |
|---|---|
| Manage orders right from raising requests to fulfillment, and automate payments and invoice generation. | Use Order Management to automate order processing across every stage in the order lifecycle. |
| Create a portal for customers to manage their account, pay their bills, and raise service requests. | Use the Self-Service Portal to build a Digital Experience site for customers to pay bills and manage their accounts. |
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