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How to Extend Salesforce Digital Engagement Capabilities?

You might agree with the fact that providing a consistent experience across all the communication channels is a challenging task. 

Different people use different channels to reach out to a brand. 


Thus, businesses should be equipped with the right solution in place to serve customers better irrespective of the communication channel used by


customers. 


The idea is to increase customer satisfaction and streamline communications across multiple digital channels. 


This is where Digital Engagement on Steroids (DEOS) comes into play. 

What is Salesforce Digital Engagement? 

Salesforce Digital Engagement is a Salesforce solution that allows users to switch between multiple interaction channels without hampering a positive experience. 


Thus, users can engage with customers through different messaging channels, be it WhatsApp, Facebook Messenger, SMS, or Webchat. 

What you Get with Salesforce Digital Engagement 


Digital Engagement is an add-on product that costs $75 per user per month. 


Each user requires a separate license to access Digital engagement, using which they can send inbound and outbound messages, chat with customers and set up chatbots. 


A user gets 25 Bot conversations each month with each Digital Engagement license.


Also, if you're using WhatsApp and need more SMS or Bot conversation than what comes with each Digital Engagement license, you need to pay additionally. 


To enable real-time customer agent conversations, agents need to set their availability status as "Online".


Using DE, you can trigger automated messages through Process Builder when there is a change in a case stage. For example: When any case is changed, from 'Open' to 'Close'.


You can send bulk messages to upto 200-300 records from List Views and Campaign objects through Process Builder.


How to Extend Salesforce Digital Engagement Capabilities?

The ultimate solution to extend Salesforce digital engagement SMS and other capabilities is Digital Engagement on Steroids (DEOS). 


Digital Engagement on Steroids is a combination of DE and 360 SMS where DE acts as a service provider, and users can access all innovative capabilities of 360 SMS. 


Using DEOS, users can get around Digital Engagement limitations and extend their messaging capabilities over more clouds and channels.


  • With DEOS, you can access voicemail and Telephony for existing Digital Engagement numbers. 

Besides, you can extend messaging capabilities to channels like SMS, MMS, WhatsApp, Facebook, WeChat, Viber, LINE, Telegram, Instagram, and Kakao.



  • DEOS allows you to bring point-and-click automation for messaging and numerous out-of-the-box features. This includes drip campaigns, hyperlink tracking, Chatbots, DIY Conversation Trees & Surveys, Color-coded incoming alerts, Unified Conversation View, and many more.


  • More importantly, you can access the capabilities of Salesforce Digital Engagement and 360 SMS together through a Salesforce 1 Mobile app, which is not feasible with Salesforce Digital Engagement alone.


Conclusion

Digital Engagement on Steroids provides the easiest way to extend the capabilities of Digital Engagement. The best part is users can cut back on license, SMS outgoing, and Whatsapp messaging cost. 


Also, users don't get restricted by Digital Engagement while messaging, which helps with effective communications. In addition, users can automate SMS with just point-and-click instead of using Process Builders for every automation, saving time and effort.
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