-
Who are the live agent users in Salesforce?
Who are the live agent users in Salesforce?
-
2 Replies
-
Hello Prachi,
Live Agent users are support agents and supervisors who have the Salesforce permissions to assist customers with chat.
All Live Agent users need the API Enabled administrative permission enabled on their associated profile before they can use Live Agent.1. From Setup in Salesforce Classic, enter Users in the Quick Find box, then select Users.
2. Click Edit next to a user’s name.
3. Select Live Agent User. If you don’t see this checkbox, verify that your support organization has purchased enough Live Agent feature licenses.
4. Click Save.
After creating users, make sure that you assign them a Live Agent configuration and associate them with the appropriate skills.Permissions for Live Agent Support Agents:
Enable a few specific permissions for Live Agent support agents so that they have access to the tools that they need to provide help to customers.
Permissions for Live Agent Support Supervisors:
You must enable certain permissions for Live Agent support supervisors so that they have all the tools they need to monitor agents’ activities and review customers’ information.
Thanks. -
Hi,
Salesforce Live Agent is a native Salesforce tool that provides the ability to communicate in real-time with your web site users. In this blog I am going to discuss why you might want Live Agent, my favourite of the basic ‘out of the box’ offerings and then talk through some of the customisation options available to you to enhance the standard product.
Live Agent is superb for those who have a limited size support team but want to extract maximum return and effectiveness from them. Unlike a phone call, where one agent can only manage one customer at a time, using Live Agent each user can be partaking in numerous simultaneous customer interactions from just the one screen. It can also be an effective way to alleviate pressure from a struggling phone support team by diverting some customer traffic to an alternative channel.
Live Agent is a standard feature of the Salesforce Service Cloud and my pick of the bunch from the out of the box offerings is as follows:
- Sneak peek
- Whisper messages
- Auto greeting
thanks.
Log In to reply.
Popular Salesforce Blogs
Is Salesforce Too Expensive? 5 Ways To Control The Benefit-cost Ratio
When I discuss Salesforce with others, I'm often confronted with an argument that Salesforce is far too expensive and can be substituted with much cheaper…
How to Reach Better User Experience of a Salesforce App with a Webix-based Data Grid
Each growing business should continuously evolve since customers are becoming more demanding every day. As a result, software solutions are becoming obsolete very fast. The…
Customer Portal Basics: Solving the Essential Challenges
When you start focusing on the big things it means you are running an enterprise company. You think about the number of customers you have,…
Popular Salesforce Videos
Getting your Customer on Track with Salesforce
Hear from Jonathan Gardner, Head of CRM Development First Group, and Lee Holsgrove, Client Adviser IBM as they discuss First Group's transformation bringing together a…
8 Steps to Become a Salesforce Developer!
Do you aspire to become a Salesforce developer? Are you stuck on what next steps you need to take to become a developer? Check out…
What is Lead Assignment rule in Salesforce and How to create it?
This video explains Lead Assignment rules in depth in an interesting way and fun way. This video is divided into 4 parts: - What is…
