Multi-channel: customers reach support via email, phone, chat, social, web form, mobile app, in-app messaging — and the contact centre needs unified handling.
Architecture components:
1. Channel ingestion
- Email-to-Case — inbound emails create cases, threading by case ID.
- Web-to-Case — public form submission.
- Phone via CTI (Salesforce CTI / Open CTI / Service Cloud Voice) — call data on Cases.
- Chat / Live Agent / Messaging — real-time conversations attached to Case or Contact.
- Social channels — Twitter, Facebook DM, WhatsApp via Social Customer Service or Messaging for In-App.
- API webhook ingestion — for niche channels (Discord, app-specific).
2. Routing
- Omni-Channel — skill-based routing across all channels. Configure presence statuses, skills, capacity per agent.
- Assignment Rules + Escalation Rules for case-by-case overrides.
- Predictive Routing (Einstein) — AI-suggested routing based on historical patterns.
3. Service Console
- Console layout — agent's main work surface.
- Utility bar with Macros, Quick Text, History, Telephony, Notes.
- Lightning Record Page for Case with key panels (highlights, Knowledge, related records, Activity).
- Compact layout for fast scanning.
- Workspace tabs for multi-case work.
4. Knowledge management
- Knowledge articles linked to cases.
- Article suggestion (Einstein) on case open.
- Self-service portal in Experience Cloud for customer Knowledge browsing.
- Article publishing workflow: author -> review -> publish.
5. Entitlements & SLAs
- Entitlement Process — defined SLA milestones (first response, resolution).
- Business Hours per region for accurate SLA calculation.
- Milestone Tracker UI showing time-remaining.
6. Self-service (case deflection)
- Experience Cloud customer portal with knowledge, FAQ, case submission.
- Einstein Bots chatbot for common questions; handoff to live agent if needed.
- Service Catalogue of canned solutions.
7. AI / Automation
- Einstein Case Classification — auto-tagging case type, priority, severity.
- Einstein Case Wrap-Up — auto-summarising case after resolution.
- Macros — automated common actions.
- Service AI for agent assist (suggested replies, knowledge surfacing).
8. Reporting
- Service KPIs: Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), volume by channel, SLA attainment.
- Manager dashboards for team performance.
- Real-time dashboards for queue health.
9. Field Service (if applicable)
- Mobile workforce, work orders, service appointments.
- Dispatcher Console for scheduling.
Phasing:
- Phase 1: core case management with email + web channels.
- Phase 2: voice (Service Cloud Voice or CTI integration).
- Phase 3: chat, social, AI features.
- Phase 4: self-service portal and bots.
Senior consultants think hard about agent experience — the difference between a 3-screen and 1-screen Console is hours saved per agent per day, multiplied by hundreds of agents.