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Knowledge Management: How To Retain Agent Expertise If They Leave

Salesforce Marketing Cloud

Consider the value your most experienced, high-performing agents and field service technicians bring to your organization. They’re also your go-to for information when your knowledge management system isn’t organized in an effective way. Which topics are simply not documented at all? How much of it is duplicative?

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Employee Self-Service: The Complete Guide

Salesforce Marketing Cloud

Let’s take a closer look at what employee self-service means, how it works, and how to create a self-service system that your employees will actually use. How does employee self-service work? How does an employee self-service system work? Let’s take a closer look at how self-service portals work for employees.

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The Top Research Organizations for Your B2B Tech Product Strategy

Golden Spiral

Thankfully, there are many reputable research firms, associations, and other outlets doing the hard work for you. If you’re a healthcare technology solution provider, you need to understand the top pain points for key stakeholders in provider and payer organizations. Not sure where to start looking? That’s why we’re here. Virtual Lab.

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How to Connect INTENTIVE Insights to Salesforce

NetLine

Input your Consumer Key, Consumer Secret, and Salesforce Organization ID in the text fields found on the Salesforce Connector page inside the NetLine Portal. For more information about assigning Permission Sets, please see the Assign Permission Set to Users Salesforce Documentation.

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Only 23% Of Consumers Trust the Health Industry — Here’s How Ecommerce Can Help

Salesforce Marketing Cloud

So how do organizations establish trust and make it a defining aspect of their healthcare ecommerce initiatives? Before patients purchase from your storefront, log into a portal to view test results, or use your app to book an appointment, they want assurance that their sensitive health information is safe. Get the guide.

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Customer service tiers: What they are and how to create them

Sprout Social

Why do organizations use tiered support? This approach works as an escalation system, so support agents can handle issues aligned with their set of abilities and system accesses. Why do organizations use tiered support? Document these and share them back with your team. What are customer service tiers?

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3 Change Management Tips To Keep Service Agents Agile

Salesforce Marketing Cloud

Service organizations already do this to some extent, leaning into workforce management solutions to provide digital experiences customers prefer, according to Salesforce’s State of Service report. . In the past three years, the typical organization has undertaken five major changes. Pick a top-notch change leader.