Unlocking the Hidden Potential of Salesforce Live Agent

Oct 12, 20152 likes2,028 views

Join us as we explore the ways that enterprises can implement "hidden" features of Salesforce Live Agent by leveraging powerful features from multiple APIs. Product owners, bring along your favorite developer, because this talk will be a hybrid of functional use cases and technical solution ideas.

Unlocking the Hidden Potential
of Salesforce Live Agent
Using APIs & Toolkits to Extend Out-of-Box Live Agent Features
 Patrick Sheil
 @patrickasheil

Session Agenda
  Pre-Chat API
•  Capabilities & Business Use Cases
•  Demonstration
  Console Integration Toolkit for Live Agent
•  Capabilities & Business Use Cases
•  Demonstration
  Customizing Live Agent with REST API
•  Capabilities & Business Use Cases
•  Demonstration
  Q&A

Pre-Chat API: Capabilities & Business Use Cases
The Live Agent Pre-Chat API allows you to access customer details from pre-chat
forms to better incorporate them into the customer service experience.
  Gather manual input from the customer and present it to the agent
  Match the input with existing records in Salesforce
  Create new records if needed
  Populate relationships between newly-created records
  Designate which tabs to show to the agent on a form-by-form basis
  Send in lots of additional data to better customize the customer experience

The Salesforce Console Integration Toolkit provides you with programmatic access
to the Salesforce console so that you can extend it to meet your business needs.
  Manage the behavior of tabs in the console
  Add event listeners to wait for specific actions to occur
  Monitor for specific Live Agent Chat events, both from the Agent Console side
and from the Customer Chat Window
  Perform custom logic on events firing
Service Console Toolkit: Capabilities & Business Use Cases

Force.com REST API to Manage Live Agent Settings
Since Live Agent Objects are still relatively new, we can’t manage all of them via
Apex DML operations. Luckily, we can make changes to them via the REST API,
making it easier to surface Live Agent configuration to end-users.
  Assign and unassign users & profiles to Skills
  Assign and unassign Skills from Chat Buttons
  Modify Live Chat Deployments & Manage Domains

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2. Session Agenda   Pre-Chat API •  Capabilities & Business Use Cases •  Demonstration   Console Integration Toolkit for Live Agent •  Capabilities & Business Use Cases •  Demonstration   Customizing Live Agent with REST API •  Capabilities & Business Use Cases •  Demonstration   Q&A

3. Patrick Sheil @patrickasheil

4. Pre-Chat API: Capabilities & Business Use Cases The Live Agent Pre-Chat API allows you to access customer details from pre-chat forms to better incorporate them into the customer service experience.   Gather manual input from the customer and present it to the agent   Match the input with existing records in Salesforce   Create new records if needed   Populate relationships between newly-created records   Designate which tabs to show to the agent on a form-by-form basis   Send in lots of additional data to better customize the customer experience

5. The Salesforce Console Integration Toolkit provides you with programmatic access to the Salesforce console so that you can extend it to meet your business needs.   Manage the behavior of tabs in the console   Add event listeners to wait for specific actions to occur   Monitor for specific Live Agent Chat events, both from the Agent Console side and from the Customer Chat Window   Perform custom logic on events firing Service Console Toolkit: Capabilities & Business Use Cases

6. Force.com REST API to Manage Live Agent Settings Since Live Agent Objects are still relatively new, we can’t manage all of them via Apex DML operations. Luckily, we can make changes to them via the REST API, making it easier to surface Live Agent configuration to end-users.   Assign and unassign users & profiles to Skills   Assign and unassign Skills from Chat Buttons   Modify Live Chat Deployments & Manage Domains

7. Q&A

8. Thank you

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