Salesforce Digital Engagement | EP11

Digital Engagement in Salesforce

0:00 Introduction
1:36 Agenda
2:41 Customer Expectation
3:34 How Many Ways Someone Can Contact Company
7:49 Supported Channel
9:42 Broadcast Message Considerations
10:58 Short Code Considerations
11:59 Long Code Considerations
12:11 Trivia
13:38 WhatsApp
14:08 Digital Engagement Data Model
16:20 Mind Maps
26:20 Demo – SMS & Facebook Messenger
28:00 Setup Digital Engagement
35:00 Digital Engagement with Facebook Messenger

[shubhamtunkikar]

Had to pause in between, just to complement Jitendra. Amazed with the presentation. Thanks for the super cool session.

[dheena]

Thanks Jitendra for the detailed sessions which would be very helpful. Once again Amit has to be thanked for these kind of promising sessions which is priceless for the learners.

[smritisharan-sfdcamplified]

amazing diagram. i loved it. it cannot get better. awesome.

[gauravpratapsingh]

Thanks for explaining Digital Engagement in such detail. It was really insightful.

[sandipchahande]

Thanks for the Session and Resources.☺️

[AshwiniReddy-ts]

Thanks, Jitendra
What if Salesforce wants to connect with the customer first via SMS, how to initiate the conversation and where?

[AbhishekKaushik-yz]

Hello, I have created Omni Channel and linked Queue to the Messaging Channel as per Documentation. But I'm unable to receive the inbound messages in the omni channel utilitites. Please help me with some guidance, what could have gone wrong? Thanks!

[SEBASTIANANTONIOCORDOVADIAZ]

Is there a way to create a report to track my Digital Engagement license usage? I cant find a way to control how many conversations Im using.

[BHARATKUMAR-zocy]

Hi i have Salesforce contact centre accredited professional exam, please telll me how to prepare because im new to salesforce, I joined a startup as a admin support, but my manager told me to give and pass the exam, please help

[padmaalavala]

Hi Sir, is there any way to capture leads automatically from social media post without social studio, as it is sun setting in 2024. I see only starter pack from social customer service but it allows only 2 social accounts. Is there any way we can replace the social studio features using other salesforce features ?

[DavidSmith-yuqv]

Where is the link to the PPT and MindMap?

[anjalitalreja]

Thanks Jitendra for this video. It was really very helpful!!! Can you please share the ppt?

[peruchitamolinera]

Jitendra, can Digital Engagement WhatsApp work without Omni channel?

[vijugaurav]

Hi Jitendra, Can we use existing Indian number to setup a SMS messaging channel ?

[ankeshverma]

Please add video on service cloud voice