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class='slds-text-body_small'> <li><a href="#learning-objectives">Objetivos de aprendizaje</a></li><li><a href="#omnichannel-basics">Fundamentos de OmniCanal</a></li><li><a href="#put-your-experts-on-the-case">Ponga a sus expertos en el caso</a></li><li><a href="#make-your-call-center-work-smarter-with-omni-channel-supervisor">Realizar su trabajo de centro de llamadas con mayor inteligencia con Omni-Channel Supervisor (Supervisor de OmniCanal)</a></li><li><a href="#deliver-customer-service-where-your-customers-are">Entregar servicio al cliente donde est谩n sus clientes</a></li><li><a href="#integrate-customer-support-directly-into-your-apps-and-websites-with-messaging-in-app-and-web">Integrar el servicio de atenci贸n al cliente directamente en sus aplicaciones y sitios web mediante mensajer铆a en la aplicaci贸n y en la web.</a></li><li><a href="#use-messaging-to-speak-every-customer-s-language-even-emoji">Utilice mensajer铆a para hablar el idioma de cada cliente, incluso emoji</a></li><li><a href="#resources">Recursos</a></li> <li class='divider'></li> <li class='topic-challenge slds-p-vertical_x-small slds-m-vertical_small'> <a class="slds-grid slds-grid_align-spread slds-grid_vertical-align-center slds-p-vertical_x-small" href="#challenge"><span> Reto </span> <span class='slds-badge th-badge--primary'> +100 puntos </span> </a></li> <li class='divider'></li> </ul> </div> <h2 class="help-link-heading">驴Necesita ayuda?</h2> <div style="margin-bottom: 16px;"> <a data-controller="button-link" class="button-link button-link--flex" href="https://help.salesforce.com/services/auth/sso/trailheadlogincommunity?startURL=%2Fs&language=es" target="_blank" data-cta_type="help_link" data-unit_name="deliver-omnichannel-service" > <tds-icon symbol="question" class="button-link__icon"></tds-icon> <span class="button-link__text">Explorar recursos de ayuda</span> </a> </div> <div style="margin-bottom: 16px;"> <a data-controller="button-link" class="button-link button-link--flex" href="https://help.salesforce.com/services/auth/sso/trailheadlogincommunity?startURL=%2Fs%2Fcase-submission%3FtopicId%3Da6CAE0000003qPO2AY_en_US_P%26badgeName%3Ddeliver-omnichannel-service&language=es" target="_blank" data-trigger_evt_name="toggleModalfeedback_modal" data-prevent_default="true" data-cta_type="help_feedback_link" data-unit_name="deliver-omnichannel-service" data-page_location="sidebar" data-locale="es" > <tds-icon symbol="answer" class="button-link__icon"></tds-icon> <span class="button-link__text">Compartir comentarios</span> </a> </div> <article class="th-sfdc-product-links_container" data-controller="sfdc-product-links"> <h4 class="th-sfdc-product-links_heading"> Descubrir m谩s </h4> <aside class="th-sfdc-product-links_link-container"> <a target="_blank" data-lang="es" data-api-name="deliver-omnichannel-service" data-assessment-type="hoc" data-content-uid="0260fdbe-88f7-63c0-826e-3f40b868a401" data-content-type="Th::Unit" data-cta-type="demo" data-cta-url="https://www.salesforce.com/form/demo/crm-service-demos/?d=701ed000001S6ujAAC" data-title="Ver Service Cloud en acci贸n" data-product-name="Service Cloud" data-product-filter="27c12145-271a-4de6-b6d3-2b6b08e78860" href="https://www.salesforce.com/form/demo/crm-service-demos/?d=701ed000001S6ujAAC">Ver Service Cloud en acci贸n</a> </aside> <aside class="th-sfdc-product-links_link-container"> <a target="_blank" data-lang="es" data-api-name="deliver-omnichannel-service" data-assessment-type="hoc" data-content-uid="0260fdbe-88f7-63c0-826e-3f40b868a401" data-content-type="Th::Unit" data-cta-type="product" data-cta-url="https://www.salesforce.com/es/service/?d=701ed000001SBEVAA4" data-title="M谩s informaci贸n sobre Service Cloud" data-product-name="Service Cloud" data-product-filter="27c12145-271a-4de6-b6d3-2b6b08e78860" href="https://www.salesforce.com/es/service/?d=701ed000001SBEVAA4">M谩s informaci贸n sobre Service Cloud</a> </aside> <aside class="th-sfdc-product-links_link-container"> <a target="_blank" data-lang="es" data-api-name="deliver-omnichannel-service" data-assessment-type="hoc" data-content-uid="0260fdbe-88f7-63c0-826e-3f40b868a401" data-content-type="Th::Unit" data-cta-type="trial" data-cta-url="https://www.salesforce.com/form/signup/freetrial-service/?d=701ed000001R1doAAC" data-title="Empezar una prueba gratis de Service Cloud hoy mismo" data-product-name="Service Cloud" data-product-filter="27c12145-271a-4de6-b6d3-2b6b08e78860" href="https://www.salesforce.com/form/signup/freetrial-service/?d=701ed000001R1doAAC">Empezar una prueba gratis de Service Cloud hoy mismo</a> </aside> </article> </div> </div> </div> <article class='slds-large-size_9-of-12 slds-size_12-of-12 slds-col slds-order_1'> <h1 class='slds-p-top_small slds-text-heading_large'> Entregar servicio omnicanal </h1> <div class='unit-content'> <h2 id="learning-objectives"><span>Objetivos de aprendizaje</span></h2><p>Despu茅s de completar este m贸dulo, podr谩:</p><ul style="list-style: disc;"> <li style="list-style-type: inherit;">Describir lo que hace Omni-Channel Routing (Enrutamiento de OmniCanal). <br> </li> <li style="list-style-type: inherit;">Identificar las ventajas de Omni-Channel Supervisor (Supervisor de OmniCanal). <br> </li> <li style="list-style-type: inherit;">Identificar los canales de comunicaci贸n que admite la plataforma Service Cloud. <br> </li> </ul><h2 id="omnichannel-basics"><span>Fundamentos de OmniCanal</span></h2><p>Omnicanal quiere decir que se proporciona un servicio mediante varios canales. Pero se estar谩 preguntando cu谩l es la gran ventaja si ya est谩 haciendo eso. La diferencia es que aunque la comunicaci贸n multicanal proporciona informaci贸n utilizando diferentes canales, no es siempre sencillo, y no est谩 necesariamente dando la misma experiencia de cliente en todos sus canales.</p><p>La plataforma Service Cloud hace posible que entregue una experiencia de cliente sin problemas en todos sus canales. Adem谩s, proporciona a sus agentes de servicio una interfaz sencilla y un conjunto completo de informaci贸n con el que trabajar. Echemos un vistazo a las funciones de OmniCanal de Service Cloud que le ayudan a alcanzar esto.</p><h2 id="put-your-experts-on-the-case"><span>Ponga a sus expertos en el caso</span></h2><p>Omni-Channel Routing (Enrutamiento de OmniCanal) elimina la angustia del servicio. Sus clientes ya no tendr谩n que cruzar los dedos al llamar esperando dar con un agente que sepa c贸mo ayudarles. El experto apropiado podr谩 resolver los problemas en cualquier canal que sus clientes deseen utilizar. Ya sea a trav茅s de los canales de tel茅fono, correo electr贸nico, chat, aplicaciones de mensajer铆a, chat de v铆deo, el portal de autoservicio o redes sociales como Facebook y Twitter.</p><p>Cuando los agentes est谩n listos para iniciar su jornada laboral, simplemente se hacen disponibles y se les env铆an los casos de mayor prioridad directamente en la consola.</p><h2 id="make-your-call-center-work-smarter-with-omni-channel-supervisor"><span>Realizar su trabajo de centro de llamadas con mayor inteligencia con Omni-Channel Supervisor (Supervisor de OmniCanal)</span></h2><p>Omni-Channel Supervisor (Supervisor de OmniCanal) proporciona a los supervisores de centros de llamadas inteligencia operativa en tiempo real, todo en una ficha 煤til en Service Console (Consola de servicio). La informaci贸n acerca de sus agentes, colas y trabajo se transmite en directo en el panel.</p><p>S铆, lo ley贸 bien: 隆En directo!</p><p>Visualiza tiempos de espera, trabajo en curso y mucho m谩s en tiempo real. Adem谩s, puede incluso desglosar para ver el desempe帽o en colas o agentes espec铆ficos. 驴Lo mejor de todo? Nunca tendr谩 que salir de su consola.</p><p><img src="https://res.cloudinary.com/hy4kyit2a/f_auto,fl_lossy,q_70/learn/modules/service-cloud-platform-quick-look/deliver-omnichannel-service/images/es-ES/1a68057aeda6adbacfbe2181db7f7656_i.2.jpg" alt="Representantes de servicio utilizando cascos para hablar con clientes." width="624.0" class="image"></p><p>Obtenga informaci贸n acerca de c贸mo agregar <a href="https://help.salesforce.com/articleView?id=omnichannel_add_supervisor_console.htm&type=0" rel="noreferrer noopener" target="_blank">Omni-Channel Supervisor (Supervisor de OmniCanal) a la consola de Salesforce</a>.</p><h2 id="deliver-customer-service-where-your-customers-are"><span>Entregar servicio al cliente donde est谩n sus clientes</span></h2><p>Sus clientes esperan que obtener ayuda cu谩ndo y d贸nde la necesiten sea sencillo. A veces le llaman, otras le env铆an mensajes de correo electr贸nico. Pueden incluso enviarle un mensaje de texto, escribirle por chat o ponerse en contacto con usted a trav茅s de Facebook Messenger. Algunos clientes hacen todo lo anterior. Con la plataforma Service Cloud, no importa qu茅 canales eligen sus clientes, se les hace coincidir con agentes expertos armados con las habilidades y herramientas necesarias para resolver los problemas de sus clientes r谩pidamente.</p><h2 id="integrate-customer-support-directly-into-your-apps-and-websites-with-messaging-in-app-and-web"><span>Integrar el servicio de atenci贸n al cliente directamente en sus aplicaciones y sitios web mediante mensajer铆a en la aplicaci贸n y en la web.</span></h2><p>Sus clientes emplean su tiempo en sus aplicaciones y en sus sitios web. 驴Es posible tener el servicio de atenci贸n al cliente en directo tambi茅n ah铆? No tiene m谩s que configurarlo y lo tendr谩. Es f谩cil integrar canales de servicio directamente en las experiencias m贸viles o web con mensajer铆a en la aplicaci贸n y en la web para la plataforma Service Cloud. Proporcione a los clientes el poder de encontrar art铆culos de conocimientos relevantes, registrar casos o chatear con agentes en tiempo real con chats web o de v铆deo.</p><p>Con mensajer铆a en la aplicaci贸n y en la web, puede incluir f谩cilmente el chat en su aplicaci贸n m贸vil o sitio web, de manera que los clientes obtengan respuestas instant谩neas sobre la marcha. Si se distribuye un caso, los gestores pueden asesorar a los agentes en tiempo real con mensajes privados, al tiempo que monitorean las colas de agentes para equilibrar las cargas de trabajo y as铆 lograr una mejor productividad. Entregue una experiencia de servicio personalizada a sus clientes, o clientes potenciales, implic谩ndolos en el momento justo, en cualquier dispositivo.</p><p>Dicen que una imagen vale m谩s que mil palabras. A veces, un v铆deo vale mucho m谩s que mil palabras. La mensajer铆a en la aplicaci贸n y en la web proporciona a los agentes el poder de cambiar la conversaci贸n con un cliente de forma sencilla, para que puedan pasar de un chat de texto en directo a un chat de v铆deo m贸vil unidireccional o bidireccional. Con mensajer铆a en la aplicaci贸n y en la web, puede agregar opciones de v铆deo directamente en su aplicaci贸n m贸vil de iOS o Android nativa, de manera que los agentes puedan compartir pantallas y agregar notas a la pantalla.</p><h2 id="use-messaging-to-speak-every-customer-s-language-even-emoji"><span>Utilice mensajer铆a para hablar el idioma de cada cliente, incluso emoji</span></h2><p>Las personas est谩n conectadas todos los d铆as, a todas horas, enviando mensajes de texto y utilizando Facebook Messenger. Ahora puede entregar un servicio m谩s personalizado que nunca justo donde sus clientes est谩n comunicando. Gracias a la mensajer铆a, los agentes pueden conectar con los clientes utilizando SMS o Facebook Messenger y ofrecerles la informaci贸n que necesitan sin salir de Service Console (Consola de servicio). Los agentes pueden incluso utilizar emojis para agregar un toque personal.</p><p>El servicio de mensajer铆a no est谩 vinculado a un explorador en concreto, por lo que los clientes pueden hacer contacto con un agente al instante, obtener las respuestas que necesitan y seguir su camino. Adem谩s, los agentes pueden manejar f谩cilmente varias conversaciones al mismo tiempo, lo que aumenta la productividad y el retorno de la inversi贸n (ROI) del centro de llamadas.</p><p><img src="https://res.cloudinary.com/hy4kyit2a/f_auto,fl_lossy,q_70/learn/modules/service-cloud-platform-quick-look/deliver-omnichannel-service/images/es-ES/9f6cb7f6293db1852778ab3957dcbb81_i.3.png" alt="Captura de pantalla de LiveMessage en acci贸n." width="624.0" class="image"></p><p>Vea la <a href="https://www.youtube.com/watch?v=uHWHdi8Vu9Q" rel="noreferrer noopener" target="_blank">demostraci贸n de Mensajer铆a</a> para ver c贸mo convertir cada agente en una estrella de la mensajer铆a.</p><h2 id="resources"><span>Recursos</span></h2><ul style="list-style: disc;"> <li style="list-style-type: inherit;"><a href="https://help.salesforce.com/s/articleView?id=sf.livemessage_setup_sms_channels.htm&type=5" rel="noreferrer noopener" target="_blank">Configurar canales de mensajer铆a SMS</a></li> <li style="list-style-type: inherit;"><a href="https://help.salesforce.com/articleView?id=messaging_omnichannel_routing.htm&type=5" rel="noreferrer noopener" target="_blank">Configurar Omni-Channel Routing (Enrutamiento de OmniCanal) para mensajes</a></li> </ul><p><u> </u></p><p><u> </u></p> </div> <div id='challenge'> <div data-react-class="challenge/Challenge" data-react-props="{"authenticated":false,"msa_signed":false,"challenge":{"unit_uid":"02e10ed0-b045-7ebc-486d-8d2ee42be7dd","api_name":"deliver-omnichannel-service","content_uid":"0260fdbe-88f7-63c0-826e-3f40b868a401","module_uid":"0260fdbd-fb48-a25b-4682-afc6da6049db","module_api_name":"service-cloud-platform-quick-look","questions":[{"question":"Omni-Channel Routing (Enrutamiento de OmniCanal) permite a las compa帽铆as:\n","options":["Enviar casos a agentes disponibles\n","Conectar clientes con el experto apropiado para su problema\n","Enrutar casos desde cualquier canal de servicio\n","Todo lo 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inteligencia operativa en tiempo real\n","Crear art铆culos de la base de conocimientos\n"]},{"question":"Con la plataforma Service Cloud, 驴entre qu茅 canales las compa帽铆as pueden conectar con clientes?\n","options":["Solo correo electr贸nico y mensajes de texto\n","Correo electr贸nico, mensajes de texto y chat en vivo\n","Aplicaciones de Android y iPhone\n","Tel茅fono, correo electr贸nico, SMS, Facebook Messenger, Chat web, chat de v铆deo y mucho m谩s\n"]}],"enhanced_quiz_options_supported":true,"enhanced_quiz_retake_enabled":true},"disconnect_mulesoft_anypoint_account_path":"/es/auth/mulesoft_anypoint/delete","trial_cta":{"url":"https://www.salesforce.com/es/form/signup/freetrial-sales-starter/?nc=7013y000002EoSOAA0\u0026icid=TH:mb___service-cloud-platform-quick-look___es","unit_name":"service-cloud-platform-quick-look/deliver-omnichannel-service","btn_text":"Activar mi prueba gratuita de Salesforce"}},"next_challenge":{"next_challenge":{"title":"Aprender sobre la ventaja de Salesforce 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