Omnichannel Experience Definitions

  • F

    field service management (FSM)

    Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices.

  • M

    multichannel marketing

    Multichannel marketing is the practice of businesses interacting with their customers through many different channels, meeting customers on the platforms that they prefer to use.

  • S

    Salesforce Service Console

    The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud with which agents can view all relevant customer information related to a case, as well as their call queue and more.

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