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USU Agent Assist for Salesforce
Empower customer service agents with AI-driven knowledge – powered by USU.
- Industries
- Horizontal Product
- Business Need
- Customer Service
- Requires
- Service Cloud
- Compatible With
- Sales CloudPlatform Cloud
Resolve Cases Faster – AI-Powered Knowledge Directly in Salesforce. Give agents instant access to the right knowledge at the right time. No switching systems, no wasted time searching – just excellent service and higher First Contact Resolution rates.
Highlights
1. Seamless integration – work inside Salesforce without switching tools • Access knowledge directly in Salesforce – no need to leave the CRM. • Auto-sync with CRM data and custom objects. • A unified platform for customer service and sales teams.
2. AI-powered search & automated recommendations • Instantly find the right knowledge for each customer case. • AI-driven suggestions speed up resolutions and improve accuracy. • Self-learning technology continuously optimizes search results.
3. Faster resolutions with decision trees & guided workflows • Step-by-step troubleshooting simplifies issue resolution. • Standardized service processes reduce errors. • Less agent effort = greater efficiency.
4. Empower every agent • Every service agent can contribute knowledge. • No additional authoring licenses required. • Fully supports Knowledge-Centered Service (KCS).
5. Consistent knowledge across all customer touchpoints • Deliver knowledge via, self-service, mobile, and email. • Ensure accurate, high-quality responses every time. • Boost first-contact resolution (FCR)
6. Personalize every customer interaction • Instantly access full customer history and case details. • Provide contextual, data-driven answers. • Improve customer satisfaction with personalized recommendations.
7. AI-driven performance insights & analytics • Gain insights into knowledge usage & agent behavior. • Identify gaps and optimize content automatically. • Measure knowledge impact on key service metrics.
8. Scalable & secure—built for enterprise needs • Cloud-based solution with enterprise-grade security. • Scales with your business as customer demands grow. • Extensive standard features plus flexible customization & API integration.
9. Reduce Service Costs & Increase Efficiency • Cut resolution time and reduce agent workload. • Automate repetitive tasks to boost productivity. • Increase customer satisfaction while lowering operational costs.
Provider Details
Over the last decade knowledge management has become a vital part of many organizations. All companies have knowledge and the amount of knowledge has grown exponentially, with this the need for quality knowledge management solutions have increased as well. Founded in 1977, USU has been at the forefront of knowledge management since its inception. We offer the leading knowledge management platform on the market. It centralizes all your company’s knowledge in a single location. Ideal for customer service, it speeds up resolution time, lowers call and ticket volumes and increases both customer and agent satisfaction. It serves as the foundation for omni-channel support, powering self-service, chatbots, Alexa skills, dynamic FAQs and more. With integrated decision tree technology and e-learning, it offers a unique range of features on the market idea for modern customer support.
Pricing Details
You must pay for a product or service that is external to Salesforce for this solution to work.
USU Knowledge Management (Advanced Platform)
Our team is happy to provide a customized offer based on your requirements. For pricing details tailored to your needs, contact us directly at sales@usu.com.
USU Agent Assist for Salesforce
€5.8 EUR/user/month