Manage Customer Cards

Customer Cards provide information to agents about the casesClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. they're working on. They contain all the information that Digital Experience has about each contact. This includes information about previous conversations contacts have had with your organization. You can customize the information that customer cards contain using custom fields.

Digital Experience creates customer cards for every case routed through the MAX digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application. You can also include actions in Studio scripts to create customer cards for these omnichannelClosed The ability to work on multiple interactions from different channels at the same time. channels: voice, voicemail, chat, SMS, and email. Customer cards aren't available when using Digital Experience with Salesforce Agent.

Multiple Customer Cards for One Contact

There are times when a contact may have more than one customer card in the system. This can happen if they call you from a different number or message from a different Facebook account, for example. When agents notice this, they can merge the customer cards.

Digital Experience matches across telephone-based channels, such as voice, SMS, and voicemail. This helps prevent duplicate customer cards for the same telephone number.

Configure Custom Fields for Customer Cards

You can create custom fields that provide information to agents or provide a way for agents to collect information for the customer card.

  1. Click the app selector and select ACD.

  2. Go to DFO > Custom Fields.

  3. Click Create new custom field for Customer Card.
    The page where you can add a custom field for customer cards.
  4. Enter an Ident for the field. This is the internal name that's used in the database. If you intend to use this custom field in Studio, this value cannot have any special characters except hyphens (-) or underscores (_).
  5. Enter a Label for the field. This is the external name that shows in the customer card details.

  6. From the Type drop-down, select the type of field you want: Text, Email, or Drop down list.

    Field

    Details
    Text Allows the person completing the field to enter free-form text.

    E-mail

    Requires that the data entered fit the format of an email address. Digital Experience does not validate the address, just the formatting.
    Drop down list

    Allows you to provide options for the person completing the field to select.

    Enter the options you want to make available to the user in the field that appears. Put each option on a separate line. Use the format value | label for each option.

  7. Click the sliders for the Is visible in right panel, Is editable, or Is visible in customer card options to enable them.

    Field Details

    Is visible in right panel

    When enabled, this field and its values are visible to agents when they view the details of a postClosed A social media thread stems from one original post. A post can result in multiple threads from various contacts. or message. You may not want to make all fields visible to agents if they contain personal information.
    Is editable When enabled, values in this field can be changed by the contact, an agent, or an automated process. If you plan to use this field in Studio, you must enable this parameter.
    Is visible in customer card Makes a field and its values display in the customer card detail view.
  8. Click Save.