Think of the most efficient ways of resolving different cases.Īt this stage, choose which data sources to connect in order to provide the necessary contextual data. Envision the best solutions for the identified potential problems. These trigger events vary from between companies and industries. You have to discover the crucial customer experience moments and spot the major events that can make your customer either happy or upset.
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This is the most crucial part that can’t be automated. There are actually two goals to achieve here: This ensures that orchestration can become as complex as necessary in order to automatically deliver exceptional customer service. In reality, Salesforce IoT allows putting together data streamed from various sources, including device sensors, third-party services (such as weather forecasts), and Salesforce’s own CRM, Service Cloud, Field Service, Community, and more. This is a very basic explanation, but it illustrates the processes happening behind the scenes. If the device sensors determine that the problem is fixed, then the device can transition to the ‘Ok’ state. After Salesforce IoT executes the ‘Error’ state’s rule, it changes the state to ‘In Progress’ and listens to the customer’s device.Alternatively, it can escalate the ticket (Action 2) if the issue is complex (Condition 2) and requires a field specialist’s assistance.
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For example, Salesforce IoT can automatically send the customer an educational article (Action 1) if the problem can be fixed without professional assistance (Condition 1). It can be a simple action (such as to create a ticket for the service desk team), or a smart combination of events, conditions, and actions. This is a predefined logic that tells the orchestration what to do.
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The ‘Error’ state follows a specific rule.This triggers a change in the state of the device to ‘Error’ and starts the relevant ‘Fix It’ orchestration. Sensors in the customer’s device detect a failure.Salesforce IoT works through creating events, rules, actions, conditions, and orchestrations.