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Live Agent

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Enguelberth Jimenez

on 1 October 2012

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Transcript of Live Agent

Live Agent Launch it..... Thank you for your attention! Once a user starts using Live agent, the chats will generate records in SF.
One of them is the Chat Transcript which consists of basic Information about each chat that takes place and the other is the Chat Visitor which is a record the identifies some information about the customer that chatted. It generates records... Activa Live Chat: The name given to the Old application. Live Agent is supported by the CRM Configuration & Usage team (Formerly Setup).
Case Dropdowns:

Case Reason
General User Question
General Application Area
Customer Service & Support Functionality
Functional Area
Live Agent These are all the options you will find
in the setup section for live agent. Disambiguation:
Activa Live Chat VS Live Agent Support For live Agent Live Agent setup tree Live Agent: The chat application integrated in Salesforce.com natively. Setting Up Live Agent To set up Live Agent:

1. Enable Live Agent for your organization.

2. Assign access to chat transcripts and visitor records through Profiles or permission sets.

3. Assign Live Agent licenses to applicable users.

4. Assign users to a configuration.
6. Create skills and assign users to them.

7. Determine the number and type of deployments that your organization requires.

9. Create chat buttons.

10. Create deployments, and add the deployment code to each Web page that will have a chat button. Optionally:

Customize the Chat Transcripts page.
Customize the Chat Visitor page.
Add a custom "Chat Answer" field to "Salesforce Knowledge" article types this allows agents to copy information from an article into a chat.
Create Quick Text messages to help agents chat with customers more efficiently. This is the main Setup section
of the Live Agent in SFDC. Settings


Chatt Buttons

Agent Configurations

Deployments Skills The correct person.... ... Live Agent Skills identify the capabilities of the users to resolve customers’ specific issues. Used to route requests to the right set of agents. Example: Say your support center handles
both technical and end-user issues, you
would create separate “Technical” and
“End User” skills, and assign agents accordingly. Then, when a query comes in that requires technical expertise, Salesforce routes the request to those agents in the “Technical” skill set only. Skills can be assign to both profiles and
individual users, and you can associate
users and profiles with multiple
skills. For example, if your organization supports laptop, desktop, and tablet computers, you'd assign all three computer skills to agents qualified to provide support on each type of computer, while you'd assign just the “desktop” skill to agents only trained on desktop computers. Before implementing is necessary to identify agents skill groups. Chat Buttons Click to chat.... ... who can help? A button consists of several lines of JavaScript that you paste into the codes of Web-pages. These are the buttons for website users to start chats.
8. Optionally: Creating a chat button
typically involves
these steps:

1. Name the button.

2. Developer Name.

3. Select a Skill for the button.

4. Choose a language for the chat window. 5. Choose Routing Type.
If you choose a push routing option, you can specify how long agents have to answer chat requests before they’re re-routed. 6. Enabling queuing for chat requests is
optional and you can set a maximum queue
length. 7. Choose an online and, optionally, an
offline image for the button. a.Choose a custom chat page to use instead of the standard chat window.
b.Choose the page or URL that hosts the pre-chat form for the button.
c.Choose the page or URL that hosts the post-chat page for the button. Example:
Your service deployment could have different buttons for personal computer, laptop, or tablet issues. Each button is mapped to a different skill to make sure that visitor inquiries only go to agents who have the ability to solve their problems (“Skills”). A single deployment can have multiple buttons Agent Configuration What do I have access to.... ... specific Access Agent configurations control the functionality of the Live Agent console. Configurations control: •Which chatlets are enabled.
•Chat capacity per agent.
•Sound settings for new chat available or disconnection from a chat session.
•Whether or not sneak peek is enabled.
•The automatic greeting message. You give access to the Live Agent console by assigning a configuration either through a profile or at the user level. User-level configuration overrides the profile one. Configurations let you assign the Live Agent
console functionality that makes
sense for the agents skill levels and/or job requirements. For example, you might want to create different configurations for new and experienced agents. The configurations can contain the same chatlets and visitor greeting, but specify different chat capacities: new agents are assigned a capacity of two chats, while experienced users are assigned a capacity of five chats. Example:
Depending on what makes
sense for the organization,
configurations can be
assign by:
•Creating separate profiles for new and experienced agents, and then associating the new agent profile with the new agent configuration, and the advanced agent profile with the advanced configuration.
•Creating a single profile, assigning it to the new agent configuration, and then assigning the individual experienced agents the advanced configuration at the user level. These requirements need to be evaluated beforehand to ensure a proper deployment. For example, in a small organization, you might have three configurations: one for new agents, one for experienced agents, and a third for supervisors. In a global enterprise, you could have dozens of configurations. The amount of Configurations depends on the requirements of the organization. Users that aren’t associated with a configuration get the default configuration:

•All chatlets enabled
•Unlimited chat capacity
•Sneak peek enabled
•Request sound and disconnect sounds disabled
•Auto greeting disabled Deployments Go.... ... almost done A deployment is a place on a website that is enabled for Live Agent. 5. Identify a set of skills to help route chats to the right set of agents. On the Configuration you will need to set:
Configuration Name
Chat Capacity
Sneak Peek On/Off
Request Sound On/Off
Disconnect Sound On/Off
Auto Greeting Also the Chatlets
are set here:
Details Chatlet
Livetrack Chatlet
CRM Chatlet
Knowledge Chatlet
Map Chatlet
Queue Chatlet •Segment your traffic to understand the different types of visitors using chat support. Deployments:

•Create the code to be
added to Web pages; to
enable them for Live
Agent. •Control the appearance of the chat window for customers. •Specify the domains
allowed to host chat
buttons. Chat agents can see deployment information for each visitor, and the deployment is saved as part of the chat transcript. Your organization can have a single or multiple deployments. For example, if you have a single service center that supports multiple websites, creating a separate deployment for each site lets you present different Chat windows to your visitors. A deployment consists of a few lines of JavaScript that you add to a Web page. https://depot.liveagentforsalesforce.com/app/operator.php The licenses that you would use for these are called "Feature Licenses" this implies that it is a purchased License (AE) and they are licenses that enable someone to use a specific Feature such as Live Agent (Not necessarily related to a Feature Activation). A permission set is a collection of settings and permissions that give users access to various tools and functions. Assign using active assignment rules. Force.com Sites are not supported.
Route to developer. 8. In order to brand the chat windows, create one or more Force.com sites to host the images. Getting Started..... To launch live agent the user needs to go to the Live Agent tab in Salesforce and Click the button [Launch Agent Console] Live Chat Visitors
This record contains details about the chat session.
Identifies the computer that a customer used to participate in the chat.
Each visitor record is associated with a session key (a unique ID) which is stored in the visitor record and on the visitor's PC as a cookie so that if a customer participates in multiple chats, Salesforce will use the session key to link the customer to its visitor record, associating that record to all related transcripts. Live Chat Transcripts
Record of a chat.
Salesforce creates a transcript automatically for each chat session.
You can associate a transcript with cases, accounts, contacts, and leads or link it with other objects through custom look-up fields. Questions? Chatlets
A chatlet is a mini application that runs within the Live Agent console.

Chatlet Descriptions

Displays tabs such as Accounts, Cases, and Contacts. Agents use this chatlet to view or create records.
About the visitor, including IP address, geographic location, browser, number of pages visited before and during the chat, screen resolution, and more.
Used to search organization's knowledge base for articles with information pertinent to the chat at hand.
Shows the pages that the visitor visited before initiating the chat and any additional pages visited during the chat.
Provides an interactive map with a pin point on the visitor's location.
Shows a list of your company’s chat buttons and the number of queued chat requests per button, and the hold time for the oldest requests. Chats requested and engaged. These are the chatlets. (done by the person that develops and/or supports said website) This can be used to ask for the name and email and some other personal information before the chat begins to keep a better tracking of the visitors.
Custom fields and some other more advanced configuration would be required for this. Each button lets you refine the chat experience for visitors. by Enguelberth Jimenez
SFDC Trainer Enguelberth Jiménez M
SFDC Trainer
ITS Service Group

Phone: (506) 2508-6628
Mobile: (506) 8631-5966
US Toll Free: 1-800 369 5715 Ext.: 6628
E-mail: enguelberth.jimenez@us.fujitsu.com

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