CRM
Applets that work on the relationship rather than the document — contact centre conversations, campaigns and engagement, events, and field sales activity. Open the Unified Contact Center to answer customers from every messaging channel in one inbox, the Bot applet to build the chatbot that answers there before an agent does, and Sales Force Automation to record leads and convert the ones that mature into deals.
Reference for the Bot applet: the menu-based chatbot builder for the Unified Contact Center — bots, the conversation flows they run, the nine element types, element sequences with conditions, skills, and how an inbound message drives the flow
Reference for the Unified Contact Center applet — the omnichannel inbox, the task queues and the rule engine that routes work to teams and agents, plus the virtual contacts, endpoints, agents, teams, skills, queues and rules that have to be configured first.
Reference for the audit/assurance/tax engagement register: the engagement record, fiscal year ends, engagement roles, categories and the settings that hide each field
Reference for the calendar and event register: calendars and their members, events and participants, entity linking, agenda attachments, and the claim-based expense report
Reference for the Sales Force Automation applet — the sales-lead register with its projects, sources, stages, types and ratings, the deals it converts leads into, the CSV lead import, and what the build a tenant actually installs does and does not do