What is Embedded Service?
Salesforce Embedded Service provides the technology required to add customer service functionality directly to a website.
It allows visitors to interact with a company's service organization without leaving the website.
How Embedded Service Works
Embedded Service connects the website visitor experience with Salesforce.
What the Customer Sees
The website can display a chat experience that allows customers to start a conversation with customer service.
The customer does not need to leave the website or use a separate application to begin the conversation.
What Happens When Chat Starts?
When a customer starts a chat, Salesforce creates the conversation and begins processing the request.
The conversation can then be passed through the configured routing process and delivered to an available service agent.
Embedded Service and Omni-Channel
Embedded Service provides the customer-facing experience, while Salesforce Omni-Channel helps determine where the conversation should be routed.
Together, these components allow a website visitor to start a conversation and have it delivered to the appropriate service agent.
What We Will Build in TeleLab
In the hands-on lab, we will build a simple website experience using Salesforce Web Chat.
- Configure Embedded Service
- Create a Web Chat deployment
- Generate the required website code
- Embed Web Chat into a website
- Start a customer conversation
- Observe the conversation in Salesforce