noHold Virtual Agents For Salesforce'com Service

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noHold Virtual Agents ForSalesforce.com Service
Support
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Overview

• New Service provides Salesforce.com Service
  Support customers with an add-on web portal for
  unmatched online self-serve customer service
• New service helps reduce support costs and
  improve customer satisfaction with the best
  end-user experience by using unique patented
  Virtual Agent technology
• Public service, i.e. no login required for
  self-service visitors, or restricted. It can be
  exposed to web visitors, or first line support
  representatives, or both.
• noHolds Virtual Agents dialog with web
  visitors to guide them to specific solutions
• Virtual Agents can use reviewed content, e.g.
  solutions, hosted in Salesforce.com
• Solutions can be tagged for internal or public
  access.
• Allow web visitors to escalate to other support
  channels, e.g. Create a Case in Salesforce.com or
  start a Live Chat session with a support
  representative
• Connectors available for Salesforce.com Service
  Support Solutions and Cases
• 100 web-based Software-as-a-Service solution.

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The Self-Service Portal

• Portal can be embedded in your support page

• Web visitors dialog with Virtual Agent

• Virtual Agent guides them to a specific solution,
  not a list of links
• Solutions are hosted in Salesforce.com

• Visitors can escalate, create, Cases in
  Salesforce.com

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The Self-Service Portal
Your optional logo / banner
Configurable menu options

• Fully configurable portal

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Escalation Scenario

• User visits self-service portal
• Interacts with Virtual Agent
• User cant find a suitable solution
• Escalates issue, i.e. creates Case
• New Case created in Salesforce

• Your Service Rep views new case
• Inspects session log with Virtual Agent
• Creates new Solution in Salesforce
• Reviews and Publishes Solution
• Assigns Solution to pending case
• Closes Case

• User goes back to portal
• Views existing Cases
• Sees that Case status has changed
• Reads Case details and Solution

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Escalation Scenario
1. User visits self-service portal 2. Interacts
with Virtual Agent
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Escalation Scenario
3. If user cant find suitable solution 4.
Escalates issue, i.e. creates a new Case
User can create a Case at any time (if option
available in menu) or during dialog with Virtual
Agent
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5. User fills and submits Case form
Escalation Scenario
New Case created in Salesforce.com Service
Support
Fields are pre-populated with already collected
information
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Escalation Scenario
6. Your Service rep views new Case
7. Inspects users session log with Virtual Agent
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Escalation Scenario
8. Creates new Solution 9. Reviews and publishes
Solution
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Escalation Scenario
10. Assigns solution to pending Case 11. Closes
Case
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Escalation Scenario
12. Web visitor goes back to self-service
portal 13. Views own cases
Fetch My Cases it uses users provided email to
queries SForce cases
User ID and email provided when case was
submitted are required to view cases
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Escalation Scenario
14. User sees that Case status has changed
Cases are fetched from Salesforce in real-time
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Escalation Scenario
15. Views the details
Can see new comments from Service Rep.
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Escalation Scenario
Virtual Agent learns and uses new solution (from
Salesforce.com)for future interactions
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Behind the scenes Summary

• Solutions and Cases are managed using Salesforce
  Service Support workflows.
• Virtual Agent gets solutions thru off-line
  connector using Salesforce Web Services API
• New Solutions appear in noHold Content management
  tool for proper categorization
• Case forms and views in self-service portal are
  XSL-based.

Cases
Solutions
P O S T
V I E W
F I N D
Connectors
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Summary

• noHold Virtual Agents for Salesforce.com
• Preserve your investments and workflows in
  Salesforce.com
• Expose your content for public online customer
  service
• Tag your content for internal or external
  audiences
• Better end-user experience
• Patented Virtual Agent and Self-Service Portal
  technology
• Alternative, multiple, escalation options
• Proven solution, low TCO
• Customers Tier1 support solution
• Lower training/skills requirements for new agents
• Fully configurable solution with no programming
  required
• Contact noHold for a trial Virtual Agent for your
  company
• Call 408-946-9200 x305
• Click here to submit request