Current Features
This allows associates to complete their work in one place
What is Consolidated Desktop?
A primary objective of consolidating all of our work into one tool is to improve this experience
What is the Associate Experience?
The process of managing and utilizing information within Salesforce
What is Knowledge Management?
New hires value this feature as they're getting acclimated to their role.
What are Guided Flows?
To achieve the benefits outlined in the business case for our Salesforce investment, we must design Salesforce to positively impact this metric
What is Productivity (or AHT/RPH)?
This feature provides real-time feedback to associates about their customer interactions
What is AI-Based Coaching?
This improvement allows associates to quickly locate customer & policy information
What is improved search functionality?
By streamlining the way our associates work, it will ultimately improve this experience
What is the Customer Experience?
A tool like this can serve up content and resources to associates during a call
What is a Virtual Assistant?
Salesforce reduces the time associates spend on this post-call task
What is notating the call more quickly?
We will decrease this by mistake-proofing our transactions and reducing the load on Customer Access
What is Operational Risk?
This feature will prompt our associates to offer valuable information and products to our customers
What is Next Best Action?
This feature comes in handy when searching for a previously accessed policy.
What is the history of recently worked policies?
By developing APIs and decommissioning legacy systems, we will better align with this
What is Target Architecture?
We've already begun to use this channel in Salesforce, with planned expansion in the future
What is Email?