PurposeYou can access many of the features and insights of SupportLogic within Salesforce via our Salesforce Plugin. To learn how to install the plugin, please see Installing the Salesforce Plugin. |
SummaryThis article guides you through using SupportLogic within Salesforce from the perspective of an Agent. Learn how to leverage the SupportLogic Sentiment and Attention Scores and take advantage of machine learning to help prioritize your case lists. |
Accessing SupportLogic within Salesforce
Within your instance of Salesforce:
1. Open the App Launcher.
2. Either search or scroll down to the SupportLogic app.
3. Open the Cases tab.
4. Click any of the cases under My Cases.
5. The SupportLogic plugin appears on the right-hand side of the case view.
The SupportLogic Plugin
The SupportLogic Salesforce plugin is comprised of two components:
Case Sentiment and Attention Scores
Case Annotations
SupportLogic Plugin Layout
The SupportLogic Plugin provides the following:
- The Sentiment and Attention score rating for the case you are view (see below for more detail).
- Specific sentiments identified within the case, such as "frustration", "impatience", or "negativity".
- Annotations made to the case by other agents or managers.
- A clickable link to open the case in SupportLogic.
Depending on your configuration, additional fields may be available within your SupportLogic plugin view.
Understanding Sentiment and Attention Scores
To learn what the SupportLogic Sentiment Scores and Attention Scores are, please review the introductory videos below:
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article