Explore Service Components | Service Console for Manufacturing Cloud Admin Essentials

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Service Console for Manufacturing Cloud Admin Essentials:    • Service Console for Manufacturing Clo...  

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When a caller calls into the contact center at Rayler Parts, service agents are expected to answer the queries and take actions on pending items. But they are also expected to offer proactive service with relevant information for the partner or distributor. For example, the agent can inform a caller about the upcoming agreement renewals or warranty expirations so that they can take prompt action.

Rayler Parts can also integrate external systems with the Salesforce org to display data, such as asset malfunctions, in real time. The FlexCard component in the console shows record alerts to help agents provide a seamless engagement interaction.

Here are the high-level steps involved in setting up record alerts.

Assign users permissions to create and manage FlexCards and Integration Procedures. Cindy has already assigned the OmniStudio Admin permission set to Najma so that she can use the Omnistudio tools to design record alerts.
Add or edit picklist values for Severity. The default values are Info, Error, and Warning. Cindy has added a new Severity type called Important.