AMA 1/11 Recap: Queues & Routing, Searches, and the Salesforce Integration

  • 12 January 2023
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Thank you to everyone who attended yesterday’s Community AMA!

 

This AMA was the first event of its kind, and felt like a great success! Our facilitators @bryce.coleman and myself fielded questions from several individuals and teams, and led discussions on a range of topics. Below is a recap of the conversation we had. 

 

How to approach a transition to Kustomer’s Queues & Routing feature

This discussion covered many best practices, and the various factors to consider, when setting up Queues & Routing, including team sizes, the benefits of different types of channels, and the use of Searches vs Queues vs a hybrid approach of both. We heard from several people on their own experiences with the process, and the upcoming Skills Based Routing feature was touched on as an option to consider in the near future.

 

Using Searches to locate historical conversations with specific content

This topic came up during a discussion about agents who were having difficulty in their attempts to find past conversations that had bearing on a current issue. A short demonstration was conducted on various options available within the Search feature that covered using “Message” searching to string key phrases, using ALL and ANY queries appropriately, using Global search, and constructing automations to help Searches more easily segment data.

 

A technical discussion on implementing Chat and leveraging Salesforce

A conversation around the complexities of Kustomer’s Chat feature highlighted some issues and gaps teams may encounter in switching over from a more out-of-the-box service. This segued into a discussion about integrating and tracking data in Salesforce.

 

If you have follow up questions from the AMA, feel free to post them here! If you didn’t have a chance to make this week’s AMA — feel free to sign up for the next one on our Events page! We’ll be hosting these twice a month going forward. 

 

Thanks again!

 


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Thank you for hosting!

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