Learning Objectives
After completing this unit, you'll be able to:
- Describe Agentforce Service.
- Explain how service agents and people share work.
The Service Console
Agentforce Service puts cases, customer history, and knowledge in one console. Work arrives through email, chat, messaging, and phone, and routing sends it to the right person.
Service Agents and People
Service agents answer routine questions any time, and hand off to a person with the full conversation when a case needs judgment. People spend their time on the cases that need them.
Term
Routing
Quiz
To complete this unit, you need to answer all the quiz questions correctly.
+300 Points
1What happens when a service agent hands off?
2What does routing do?