Identify Callers in Energy & Utilities Contact Center Console

The Energy & Utilities Contact Center Console​​ now includes enhancements that reduce the time to value for your customer support team and fosters customer satisfaction.

Where: Energy & Utilities Contact Center Console​ is delivered in a reference org that's preinstalled with the Salesforce Industries Communications, Media, and Energy​ managed package and Energy & Utilities Contact Center Console​​ components.

Who: To use the application, you need the Energy & Utilities Base Service license. To use the Identity Verification feature you need the IndustriesServiceExcellence, IndustriesServiceExcellenceAddOn, and IndustriesServiceExcellencePsl licenses.

Why: Your customer support agents can use the enhancements in Energy & Utilities Contact Center Console for these tasks:

• Verify the identity of the caller on incoming calls and seamlessly transition to the next steps in the workflow.
• Receive the chat bot history of the caller to gather more context and reduce the time to value for the customer.
• Immediately begin using chat with out-of-the-box configuration with the Utility Self Serve Portal and Omni-Channel routing.

How: ​​

• To migrate some or all of the Energy & Utilities Contact Center Console components to your regular orgs, update your orgs to the ​​Salesforce Industries Communications, Media, and Energy​​ ​Winter '23​​.
• To set up and configure the Identity Verification feature, integrate Salesforce Open CTI in your org, and then follow the documentation in Identity Verification.

• To use the Identity Verification feature, accept an incoming call in the Open CTI Softphone and follow the guided process.