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  • Sham Ahmed

What Is Salesforce Digital Engagement?

One of Salesforce’s newest products is Salesforce Digital Engagement, it offers a suite of tools that enable companies to interact with their customers across a variety of digital channels. In this article, we'll explore the data model behind Salesforce Digital Engagement and discuss some of the features that make it a powerful solution for customer engagement.

The data model for Salesforce Digital Engagement includes three main aspects: Contacts, Digital Interactions, and Digital Engagement Settings. Contacts represent individual customers, while Digital Interactions capture data related to each customer interaction. Digital Engagement Settings store configuration data, such as channel-specific settings and rules.

So, how does Salesforce Digital Engagement work in practice?

Let's take a look at some of the features and benefits of this product.

First and foremost, Salesforce Digital Engagement enables companies to communicate with their customers across a variety of channels. These channels include email, SMS, social media, web chat, and messaging apps. This means that companies can engage with customers on their preferred platform, making it easier to establish a connection and provide personalized service. It makes it easier to unify the data across your teams too.

Another benefits of Salesforce Digital Engagement is that it allows companies to automate many aspects of the customer engagement process. For example, companies can use automation rules to route customer inquiries to the appropriate agent or team, based on factors like language or topic. This helps to ensure that customers receive prompt and accurate responses, without the need for manual intervention.

Salesforce Digital Engagement also allows you to track customer interactions across multiple channels. This provides a more complete view of the customer journey and enables companies to personalize their engagement based on the customer's history and preferences. For example, if a customer has interacted with a company multiple times via web chat, the system can use that data to provide a more personalized experience the next time the customer reaches out.

Finally, Salesforce Digital Engagement provides analytics and reporting tools that enable companies to measure the effectiveness of their engagement efforts. This includes metrics like response time, customer satisfaction, and resolution rate. By tracking these metrics over time, companies can identify areas for improvement and optimize their engagement strategies accordingly.

In a world where customer interaction has moved from in-person to increasingly further online, products such as digital engagement can help companies provide more personalized and effective service to their customers. As more and more customers turn to digital channels for support, products like Salesforce Digital Engagement will become increasingly important for businesses that want to stay competitive in today's market.

About Badal

Badal is a leading Salesforce consultancy company and trusted technology partner to organisations of all sizes across the private, public and charity sectors. Our team of certified Salesforce experts are dedicated to addressing problems that no one else can by building powerful solutions that help our partners maximise the potential of their Salesforce investment and drive growth, efficiency, and customer satisfaction. To unlock the true potential of Salesforce, speak with us at

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