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Customer Engagement in Industries
Streamline your contact center and customer service experience in your Industries product with Einstein Bot Templates, Engagement objects, and Einstein Summary. Get started by using a preconfigured bot template that makes it easier to set up a bot that lets customers report an issue or view their recent cases. As your customer service representatives pick up cases, the Engagement objects store details about their interactions with customers for easy reporting and customer history. Contact center agents can then use Einstein Summary to generate summaries from records and get insights into the sales and service information for customers.
Required Permissions for Experience Cloud Users
You can grant object access to Experience Cloud users in Industries clouds and help them use Engagement objects.
To give the users access, clone the Industries Service Excellence permission set, open the cloned set, and in Object Settings, enable Create, Read, Edit, and Delete for the Engagement Attendees, Interactions, and Topics objects. See Enable Object and Field Permissions.
- Get Started with the Case Management Enhanced Bot Templates
Use the enhanced Industry Case Management Bot template or Case Management Lite Bot template to build an enhanced bot that allows users to report and track issues. You can deploy a bot template through a guided setup. You can customize the bot’s name, language, and Omni-Channel flow. The guided setup adds out-of-the-box dialogs that are crucial to creating a complete bot, such as transferring to an agent or gracefully handling the end of a conversation. - Engagement Invocable Actions
Engagement provides invocable actions to create and modify flows. - Engagement Copilot Flows
Use Engagement Copilot flows to generate a summary of one or more engagement interactions with customers. The flows are in beta. To generate a summary, mention the record ID or record name in the Copilot utterance. - AI Summary
Empowers contact center executives to quickly and efficiently generate AI-driven insights within their existing workflows. AI Summary provides relevant insights in context, without requiring users to switch screens whether they are viewing a specific record or their home page. AI Summary is available on the home and record pages.
