When you think about customer service, one of the key components that comes to mind is speed. Agents need to respond quickly and efficiently to resolve customer issues, and every second counts. However, Salesforce’s agentforce platform had been falling short in this area. Users were bogged down by the time-consuming process of manually entering or searching for each question. That’s when the request came in: clients wanted an easier way to access questions, without having to type them out each time. The solution? Prewritten, recommended questions and a bigger, more user-friendly interface.

The Challenge

Imagine being an agent tasked with answering a string of customer inquiries, only to realize you have to manually type out or search for each question. The process is repetitive, time-consuming, and, most importantly, inefficient. Agents had to spend more time finding the right questions to ask, and less time solving actual problems.

But it wasn’t just about the questions. The interface itself was another pain point. Agentforce’s layout was too small, too cramped, making it difficult to navigate the platform quickly. With everything so compact, agents were forced to search for information in a cluttered space, slowing down their work and leading to frustration.

The Solution

To tackle these issues head-on, we implemented two key solutions:

1. Pre Written Questions

Instead of agents having to write every question from scratch, we introduced a feature that allowed clients to configure a list of prewritten questions. These weren’t random, generic prompts—they were recommended questions designed to help agents resolve common customer issues quickly. All agents had to do was select from the list. This reduced the time spent typing and allowed them to focus on actually helping the customer, leading to quicker resolution times.

2. A Larger, User-Friendly Interface

In addition to the question preconfiguration, we also recognized the need for a more intuitive interface. The previous agentforce layout was too small and difficult to navigate efficiently. By increasing the interface size and improving its design, we made it easier for agents to access the tools and information they needed quickly. The new layout was clearer, more organized, and ultimately much easier to use, improving workflow and reducing frustration.

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The Impact

The improvements we made had a profound impact on both the agents and the customers they serve.

With prewritten questions at their fingertips, agents were able to respond to customer queries faster. What used to take minutes now took seconds, meaning that agents could handle more cases in less time.
The new, larger interface made it simpler to navigate, which reduced errors and improved the overall experience for agents. They no longer had to deal with a cramped, cluttered screen. Instead, they could find the information they needed with ease, leading to a smoother workflow.

Faster responses from agents naturally led to better service for customers. With more time spent addressing issues rather than searching for the right questions, customers received quicker resolutions. This not only improved customer satisfaction but also enhanced the overall brand experience for clients.

Conclusion

It’s easy to overlook the small things, but sometimes it’s those little tweaks that make the biggest difference. By implementing prewritten questions and a larger interface, we helped streamline the process for agents, allowing them to spend more time solving problems and less time navigating a clunky platform. The results speak for themselves: increased efficiency, a better user experience, and happier customers. In the world of customer service, these are the kinds of improvements that matter most.

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