Current Features
This allows associates to complete their work in one place
Consolidated Desktop
By consolidating all of our work into one tool it will improve this
Associate Experience
The process of managing and utilizing information within Salesforce
Knowledge Management
This feature assists associates (specifically new hires) through processes
Guided Flows
Guided flows eliminate this requirement for associates
Memorizing complex processes
This feature provides real-time feedback to associates about their customer interactions
AI-Based Coaching
This enhancement allows associates to quickly locate customer & policy information
Improved search functionality
By streamlining the way our associates work, it will ultimately improve this
Customer Experience
A tool like this can serve up content and resources to associates during a call
Virtual Assistant
Salesforce has reduced the time associates spend on this post-call task
Quicker call notation
We will lower this by mistake-proofing our transactions and lowering the load on Customer Access
Operational Risk
This feature will prompt our associates to offer valueable information and products to our customers
Next Best Action
This improvement helps associates quickly locate policies they recently worked on
History of recently worked policies
By developing APIs and deconmissioning legacy systems we will better align with this
Target Architecture
We've begun to use this feature on a small team with planned expansion in the future