AgentExchange

Help & Support

Elevate Your Agents with AgentExchange Solutions
Easily enhance Agentforce with pre-built AI solutions from AgentExchange. Browse, install, and deploy agents, actions, and apps directly into your environment. Tell Me More

Have Questions?

S-Route | Most Skilled Live Agent | Chat Routing Center Management

Native Solution to Enhance Chat Center Customer Support

Overview

S-Route delivers a simple yet dynamic Service Cloud experience utilizing Salesforce’s skill-based routing and capacity management. By leveraging Omni-Channel, it becomes easier to establish skilled agents that elevate your customer's experience.

1 of 12

  • Next-Gen Skills-Based Routing A new routing type for Live Agent through Omni-Channel skills-based routing. S-Route aligns live agents and their skill levels for an optimized customer experience by enabling customers routed to the MOST-SKILLED agent.

  • Centralized Management Along with its compact view, S-Route eliminates multiple steps for Live Agent operations, allows admins to easily manage skills, agents, and chat buttons. Your agents became more skilled? Adjust with just a few clicks!

  • S-Route is a native application. All data is kept within Salesforce and no third-party applications are needed. **Prerequisites to Install ** Chat Omni-Channel Skill-Based Routing

Effective customer service with Omni-Channel: Nothing annoys a customer more than when they must wait on a live agent to research their problem. Why? Because they expect the agent to be able to solve their problem quickly. By enhancing skills-based routing, S-Route brings those 2 types of Live Agents (Most-Available and Least-Active) the 3rd one; Most-Skilled Agent. Being both agent-friendly and customer-friendly, as the agent capacity gets full your customer gets routed to the next most-skilled agent. S-Route ensures your customers will always be sent to the most skilled agent that is trained to handle the customer-specific issue and quickly resolve it for the optimal customer experience. Easy to use and train: Rather than having to use multiple Salesforce menus and settings; S-Route transforms skill-based routing and agent management into one easy to apply. Skills and agents are quick and easy to add. S-Route even has a built-in guide to help with the initial setup and will be updated every release. As our team improves S-Route, according to customer needs there will be other routing types and channels such as Case Routing and Lead Routing.

Categories

Business Needs
Agent Productivity
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Person Accounts
Supports Salesforce orgs that use Person Accounts.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Person Accounts
Managed Package

More from

  • Software Product Delivery and Support via Communities
    No Ratings
    Delivering digital product content has never been easier. Using Salesforce Communities, IT and Software vendors can distribute software, track customer/ partner activity in real-time and provide support.

  • Records Management for Higher Education
    No Ratings
    Records Management for Higher Education has never been easier. Using Salesforce Communities, colleges and universities can distribute digital documents including financial aid forms, transcripts and more.

  • Employee Document Management
    No Ratings
    Easily manage paperless employee files and set retention rules to support corporate and legal regulations. Maintain compliance with built‑in support for automated file purge and legal hold. Increase security by defining document access permissions.

  • HIPAA Compliant Document Management on Health Cloud
    No Ratings
    Gain control of Protected Healthcare Information (PHI) via enabling document lifecycle at your institution! Streamline document management processes and ensure HIPAA compliance while reducing costs and maximizing efficiency.

  • CyanGate - Experts on File Management and Service Cloud Live Agent
    Why contact CyanGate? 1) plan to migrate to Lightning, 2) struggle to enable document management processes on Salesforce, 3) have a hard time making live agent work on Service Cloud! CyanGate assures impactful digital transformation.

  • S-Drive: Document Management, Large File Storage & OCR for Salesforce
    S-Drive is native Salesforce document management with unlimited file storage in your own AWS S3 or Google Cloud. Organize, generate, OCR, and e-sign documents on any record with folders, metadata, versioning, retention, and security. Cut storage costs.
    Document ManagementDocument Generation