Using Agent Helper in Salesforce
A brief information on how Agent Helper looks like in your Salesforce instance, the different aspects of it. and how to use it.
Case Sentiment Score shows customer sentiment at the time of contacting support. The report picks up cues on whether a customer is cheerful, dissatisfied, or nonchalant during an interaction and tags the customers sentiment:
Positive. The customer is appreciative of support.
Negative. The customer is likely to escalate the case.
Neutral. The customer doesn't express either positive or negative sentiment.
The applications of this report are numerous. The core benefit is that you can prioritize cases. A case with a negative customer sentiment usually requires immediate attention to prevent an escalation, whereas cases with neutral and positive customer sentiment can be resolved within stipulated limits.
The rationale behind customer sentiment is visible through Case Sentiment Terminologies, another report next to Case Sentiment Score. The new report highlights the words and phrases which carry customer sentiment. For example, "glad" is associated with a Positive sentiment but "disappointed" suggests a negative customer sentiment.
The articles are listed by relevance, with the most pertinent article occupying the top row. Each row has four columns. Clickingin the first column opens the article in a new Salesforce tab. The article title is in the second column. Long titles are truncated to 180 characters, but you can always view the complete title by hovering over the title. In the third column is the author's name and the fourth column lists the number of times the article in question has been shared or linked with cases.
In the third column, besides the author's name is are a profile picture and a green or gray light. The light indicates the author's status. Active Salesforce users are considered Active while the suspended users are considered as is Inactive.
Clicking either the title or the author name expands the row and you can see article and author details, such as (1) Agent profile image, (2) Agent name, (3) Agent role, (4) Agent account status, (5) Article creation date, (6) Last update date, (7) Article attach count, and (8) Preview.
Date Range allows you to pull articles created or updated within the specified period. Click and apply Create Date and Update Date. The applied filters are placed on top of the articles' list.
Top Related Cases
In the default state, the cases are listed by relevancy. The most similar cases are presented first. Each row in Top Related Cases has four columns. The first column consists of an . Click it to open the case in a new Salesforce tab. The second column is the case title. The third column has tells you the Account, the name of the customer company.
Clicking on a row expands it and new details about a case appear. The details include: (1) Case title, (2) Account name, (3) Case creation date and time, (4) Open date and time; if open, (5) Closed date and time; if closed, (6) Agent assigned, (7) Agent role, (8) Agent profile image, (9) Agent account status, (10) Agent’s last comment, and (11) Preview.
You can use the expand function to quickly find out if a case is helpful to you currently.
In the fourth tab you can find the most active problem solvers and the people who have worked on cases similar to your own. The most relevant experts are near the top-left corner. Each expert has its profile, role, team, and platform (Salesforce) listed.
To learn about the number of cases an expert has helped solving, click the agent's name. The expanded tile contains the agent's (1) Full name, (2) Team, (3) Designation, (4) Link to Salesforce profile, (5) Account status (active or inactive), (6) Number of similar cases resolved, (7) Number of total cases resolved, and (8) Email. The count is based on the closed cases where the agent in question is assigned an expert. The email can be used to contact an agent.
Another method to seek expert help is using Case Swarming via Slack. Read more about it on Agent Helper-Slack Integration: Solve Cases Faster with Case Swarming.
Last updated: Friday, September 22, 2023
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