Salesforce Service Cloud Integration
The 'Salesforce Alcmeon Omnichannel Connector' allows Alcmeon to be connected to Salesforce Service Cloud giving a 360º view to advisors, and synchronizing conversations between Alcmeon and Salesforce in real time.
Key features
- Alcmeon conversations can be pushed to Salesforce Service Cloud and vice versa.
- The connector works with the 'Omni-Channel Routing' in Service Cloud and 'Cases' can be configured to be pushed to advisors.
- An advisor can see and answer the Alcmeon conversations directly from Service Cloud using an Alcmeon chat widget that is integrated inside the Service Cloud environment.
- The conversations transferred back to Alcmeon can be handled by an advisor in Alcmeon.
- Matching between Alcmeon 'Users' and Salesforce 'Contacts' can be made from Alcmeon or Salesforce.
- An advisor can see a Salesforce profile directly from Alcmeon and create a contact in Salesforce from Alcmeon environment.
- Conversations can be transferred between one Alcmeon and multiple Salesforce organizations or multiple Alcmeon and one Salesforce organization.
3 examples to sync conversations between Alcmeon and Salesforce
- A team can work and handle all conversations inside Salesforce, using the integrated Alcmeon chat widget.
- One of your teams can work in Alcmeon and another in Salesforce and conversations can be transferred between these two teams.
- One team working in a Salesforce organization can transfer conversations to another team in a completely different Salesforce organization using Alcmeon as an orchestrator.