This demo is to demonstrate a scenario where a customer is calling in to inquire about their account balance. We will showcase the customer 360 functionality within a service cloud which will help agents to review customer account information and resolve their queries faster for the purposes of this demo. We are going to simulate a call from a customer and upon simulating the call, we can see that the customer account information has been directly confirmed within service cloud based on the phone number in the timeline section, we can review that there are multiple interactions that this customer has had over a period of time in order to find the email interaction for which the customer is calling about. We will filter out uh by clicking on the interactions by the email channel which will bring us the email interactions that the customer has had with the utility over the last period of time. So here we can expand and review the email interaction that has happened between the utility and the customer quickly uh in the entity tab, we can review the various uh premises that the customer is uh accountable for as well as the various accounts that he has from the style overview itself. We can notice that the amount due and the total amount is directly visible in the style itself giving a quick glance into what the customer's account balance is. Now, in order to answer the customer's query related to his account balance, we are going to enter into the contract account view which provides us the customer 360 view as well. Uh giving us an overall picture of all the activities that are currently happening on the customer's account. On the left hand side, we have an overview of the total amount which is due and the total amount which is open and payable. We also have the creditworthiness displayed for the customer along with the premise in which he's currently residing and a brief overview of the last payment that's been made and on the date. So in this case, we do not see any payment that's been made. Uh And there is no security deposit at this point on this particular account, but uh that's uh easily and very clearly and quickly visible to the agents uh within this individual single screen itself. The central tab provides us a quick glance overview with a tiled graphical representation which gives us the overview of the open items, the open balance based on the 30 60 90 buckets which uh provides agents insights into what is the amount that's currently due. How many uh uh items are uh past due. And what's the duration for which the payments have not been received for this particular account? We can see that there's also an installment plan that has been created and which is active. So there are three installment plans as visible on the tile and there is a payment due which is for 9 $62 which is upcoming on the November 30th. So this gives us the overview of uh the account related information which the agents can quickly refer in order to resolve this customer's inquiry which was related to his open balance. Additionally, we can also look at the premise overview which we can uh get to by clicking on the premise style from the customer hub screen to view the customer's consumption history pattern over the last couple of months. So upon launching the premise 360 view upfront, we can see the last three months of consumption history corresponding to this particular customer and upon expanding it, we can also look at the information for the last one year along with the meter reading history information and the status of the meter reads, whether they have been built or not. So these are the details that's available within the premise overview section, which is also the premise 360 section. We also have a customer stab which is newly introduced in service cloud wherein the hierarchical information from a customer perspective is visible and there are one click actions that are available which can be selected in order to either edit the move and create a move out or uh perform any reversal transactions. Additionally, there are also move out and move in options which are available within the screen itself along with creation of a case so that if any transaction needs to be performed from the premise 360 view, that is also uh easily available for agents. So now that the customer's inquiry uh has been resolved related to his account balance, we now come back to the agent desktop so that we can log an interaction and uh complete this call. But before going to logging the interaction, another feature that is available is also related to the create button which we can see over here. So from the customer hub itself, there are many actions that can be configured in the system so that uh agents life can be made easier in terms of certain uh activities that are frequently performed. So we see here, we have the options of creating a case or move in, move out additionally. We can also configure uh additional items over here like setting up a payment arrangement plan or budget bill plan or uh if there are any back end transactions that needs to be enabled as part of a mash up, that is also something that can be configured over here. And it is uh easily configurable directly from service cloud itself. So now that we have resolved, uh the query related to the customer. And we are at the end of this interaction, we log the interaction log which is the interaction notes and save the transaction, which uh brings us to the uh end of this particular uh inquiry. So we enter the categories uh which are applicable over here in order to create the interaction log and click on save in order to log this interaction. And with this, we come to the end of the STEM.
This demo is to demonstrate a scenario where a customer is calling in for a hable inquiry. After multiple follow ups, we will showcase how gen A I within service cloud will enable faster resolution to resolve the customer's query. For the purposes of this demo. We are going to simulate a call on service cloud and we see that upon the call simulation, the customer's account has been confirmed based on the phone number information that's been uh entered. Um We can see from the customer hub that a timeline of the history of interactions is visible uh which indicates the various interactions that the customer has had with the utility. We'll click on entities to look at the various cases that have been created for this customer. And we can immediately look at it that there is a case for heel inquiry that is currently open and in process for this particular customer. Uh Within the case style, you can see there is a blue icon star icon which is generated by gen A I. Because for this particular case, A gen A I summary has been uh generated. If we hover on this, I can uh the agent will be able to see a quick summary or a quick view where Jenny I has created a summary of the case history and the various interactions that have been captured as part of this case. Um So the agent can quickly review the summary to get context for the reason why the customer is calling. We'll now go into the case to understand more details and background in terms of uh what the issue that the customer has. So on clicking of the case, a quick view panel is visible on the right hand side which gives a quick glance and overview of what this case type is about. It's billing related what the priority is and what the current status is. We'll expand into the case to look at the history and the timeline and from the timeline, we can see that there are multiple email interactions that the customer has had with the utility upon expanding one of the interactions, which is an email interaction where a customer has written the email. Uh We can see that the customer sentiment immediately with the sad smiley icon over here which indicates that the customer is highly frustrated and disappointment with the prolonged delay. In resolving his simple query, he had a query related to his account balance because he has a high bill and uh he is looking for a response and there is um a delay in the overall uh resolution of his query. So in order to resolve his query. Now, we'll go to the agent desktop and review the account information so that uh we can resolve the query of the customer on the call itself. So from the uh account tile, we can see that there's an amount due balance already on the customer's account for about $3500. So as part of resolving the customer's query and is concerned with making payments, we're going to set him up on a payment arrangement plan. So from the central tab itself, which gives us an overview of uh the customer 360 view, we can see that this customer is eligible for an installment plan and his balance is for 3005 $58. So we're going to set him up on an installment plan. So we'll click on create and enter the information in order to create the installment plan. So we'll be creating an installment for three months of an installment plan for uh with three payment plan items and we generate the proposal and create the installment plan. So this is a review screen that's uh visible to the agents. So we can see the three installments have been set up and we're gonna create the plan now. So upon creating the installment plan, we can immediately see in the customer 360 view itself that uh the data has been updated. The first due date for the installment is coming up in two weeks, which is on September 12th and the open balance is 3005 58 with the installment amount of 1000 $186 which is payable on uh September 12th. So with this, we've uh resolved the customer's query, uh we've created and set him up on an installment plan. So we're going to complete the case uh which was open uh so far. And along with this, we're going to send an email interaction uh or an email resolution to the customer to say that his query has been resolved. And at the same time, uh we're going to generate the email drafter. So in a normal world, it would take an agent a couple of minutes to draft and write up the entire email content. But in service cloud, we do, we have the uh gen A I functionality which will help us to write up the case status update, email with the help of gen A I. So we select our style, tone preference and length, whatever is required in order to generate the uh email content. So we can see that ja I has generated the email content for us. So we are just going to update some information over here uh enter the customer's name, uh update the case number and also add a little bit of a text over here to say that we apologize for the inconvenience caused because uh Katie is displeased with the overall uh service that she has been uh receiving due to the delay that's caused in resolving her query. So we put that text in over here. So what would have taken more than 5 to 7 minutes for an agent is now uh possible and an interaction um has been created and an email has been generated in couple of seconds with the help of Je I uh ja I also has uh email translation uh facility. The translate option is also uh visible. So if we open any uh interaction, we have this translate option which is also provided by gen A I where we can translate any content or any information that we receive into a language uh that we require. So here we'll just translate it to Spanish or Portuguese in this case, right? And we can see the translated text which can also be used uh in order to uh respond to various communications. So with this, we've uh sent out the email to Katie that her uh case has now been resolved and she's been set up on the payment arrangement plan. So we'll now go back to the agent desktop to end the interaction. So we log an interaction record uh which we can directly from this pain over here. We'll add the notes that a payment arrangement plan has been created to resolve the Heibel Inquiry. We log the catalog and the category for which uh we want to log the interaction record and then we will uh save this information and that would be the end of this customer interaction or the customer call with this. We come to the end of the time.
