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Yonyx - Decision tree driven interactive guides for business processes
Interactive Guides for Inside Sales, Customer Service or Tech Support teams
- Business Need
- SalesProductivityCustomer Service
- Requires
- Sales CloudService Cloud
Yonyx interactive decision trees are embedded in Salesforce as a lightning web component. This enables call center agents to follow a step-by-step process defined by subject matter experts. Explore the functionality offered by this integration.
Highlights
Sophisticated authoring platform for complex business process guides, created like a flowchart, by subject matter experts. Each guide may have thousands of interconnected nodes that can read/write data from objects in Sales Cloud or Service Cloud.
Users go through a Yonyx guide along a specific path, by choosing one of multiple options presented at each process step or skipping over some steps based on data driven business rules. Any data captured along the journey is updated to Salesforce.
Captures analytics and compliance data for each user journey, including steps traversed, time spent on each step, and action taken at any step. This data is presented via management reports and through Yonyx APIs for access 3rd party Analytics tools.
Provider Details
Yonyx is the leading cloud-based platform for decision tree driven interactive guides that help large teams follow business processes consistently. These guides are created like a flowchart, by subject matter experts and accessed by team members, interactively, from within Salesforce. Each guide journey begins with reading data from fields in Salesforce objects. A guide user follows the business process along a specific path, by choosing one of multiple options presented at each process step, while Yonyx platform captures analytics data for the path traversed. User may automatically skip some steps if data meets business rule conditions, capture data via forms embedded in process steps, and write data back to Salesforce at the end of each process journey. Yonyx guides are used by customer service, inside sales, technical support and back-office teams to follow consistent business processes. This helps improve customer satisfaction (CSAT), reduce average handle time (AHT) and enhance first call resolution (FCR). Yonyx guides are also used for customer self-service by embedding them within KB articles, or via Yonyx APIs for interactive presentation via Chatbots or Mobile Apps.