Automation Hero + SFDC Service Cloud
Call centers are flooded with hundreds, if not thousands of calls each day. The average call center agent will take between 40 and 50 calls each day. This video highlights a request for a lost or stolen credit card, which common use case for bank call centers.
Using Automation Hero’s Salesforce Service Cloud native integration, all applications required to complete this request can be easily automated within a few clicks from directly within the Service Cloud.
In order for a bank agent to complete this type of request, they must interact with three different systems.
First, the Salesforce Service Cloud “case” must be made and the agent will ask the customer for their account number and authenticate the call. Once getting the agent gets the user’s account ID, they will pull up their data profile from a second legacy system. The customer data within the legacy system needs to be transferred to the service cloud screen. Finally, the agent uses the customer data to order a new credit card through a third party system.
With Hero_Go, all these steps are reduced to a few clicks; greatly shortening agent call time and required clicks.
Our second video shows how you can create the above automation in less than an hour.
We lay out each step to connecting our Automation Hero platform to the cloud and each step you need to take to be able to trigger this automation with the simple click of a button within your Salesforce Service Cloud Dashboard.