Salesforce Decision Trees

Salesforce Decision Tree Introduction:

Yonyx platform integration with Salesforce enables accessing interactive decision trees within Salesforce. This integration is enabled via a lightning web component (LWC). Yonyx LWC is installed and configured via a managed package, listed on Salesforce App Exchange. Yonyx interactive decision trees are used for guiding call center agents within CRM systems like Salesforce, Zoho, or Zendesk.

 Yonyx Platform is highly regarded and widely used in inside sales, technical support, and customer service organizations, offering the following benefits:

  • Improve performance across your Inside Sales team.
  • Improve customer satisfaction (CSAT) across your customer service operations.
  • Improve first call resolution (FCR) across your technical support organization.

In this article, we will examine how Salesforce decision trees, offered by Yonyx, improve performance for inside sales organizations. In this use case, Yonyx platform is leveraged to create a structured decision tree that maps out the sales process. Inside Sales Agents can access this process through an interactive call script seamlessly integrated within Salesforce. Here are some key highlights of the Yonyx Salesforce app:

Interactive Call Script:

Salesforce decision trees, powered by Yonyx, enable providing an interactive call script as a lightning web component within Salesforce. This script enables agents to follow a step-by-step sales process defined by subject matter experts. It also equips agents with the tools to handle objections using prepared rebuttals, collect customer data, automatically score leads, and successfully close sales.

Dynamic Script Selection:

Salesforce decision trees, powered by Yonyx, leverage a formula field within Salesforce that automatically selects the appropriate call script for an agent based on the call type. By utilizing this feature, agents are presented with the most relevant script, ensuring that they have the necessary guidance to engage effectively with customers during specific call scenarios. This automated process streamlines workflow and enhances the agent’s ability to deliver tailored and impactful sales interactions.

The Yonyx interactive call script shown to the call center agents can be dynamically chosen based on a Salesforce formula field.

Read from Salesforce into Yonyx Placeholders:

Within Yonyx, authors can create placeholders, which act as variables for storing information. Each placeholder is utilized to store data from a corresponding field across multiple Salesforce objects, encompassing Personal Information, Demographics, and Behavioral data. At the start of an agent’s journey through an interactive call script, data from the selected Salesforce fields are automatically populated into the respective Yonyx placeholders.

By incorporating this functionality, agents can access and utilize a wide range of customer data within the interactive call script, enhancing their ability to personalize interactions, provide relevant recommendations, and deliver a more tailored and effective sales experience. This integration includes support for various Salesforce objects, including Lead, Opportunity, Contact, Account, and even Custom objects.

Yonyx Salesforce Package for interactive call scripts, reads fields from Salesforce Objects into corresponding Placeholders.

Salesforce Decision Trees with API & Web Services Support:

The Yonyx platform offers the capability to call 3rd party APIs from any guidance step within the interactive call script. This functionality enables agents to interact with external systems or services directly from within the script flow. Placeholder values can be passed as parameters in the API calls, and the returned results are captured and stored in other Yonyx Placeholders.

Inside Sales agents using the Yonyx platform can leverage the retrieved data in context throughout the call script, empowering them with up-to-date information to deliver accurate and valuable insights to customers. By seamlessly integrating the retrieved data, agents can provide personalized and relevant recommendations, enhancing the overall effectiveness of their sales interactions. This capability ensures that agents have the necessary information at their fingertips to address customer needs, overcome objections, and drive successful sales outcomes.

Yonyx Interactive call scripts enable call center agents to have the necessary information at their finger tips by accessing such information via APIs.

Placeholder Data Manipulation:

Inside sales agents using interactive call scripts can utilize computed values during their conversations, thanks to the Yonyx Platform’s comprehensive support for data manipulation operations performed on Yonyx Placeholders. This support encompasses mathematical calculations, string manipulation, and date-related operations, empowering agents to access calculated information in real time.

By leveraging immediate access to computed values, inside sales agents can effectively communicate with customers and provide accurate information. They can confidently convey statements like, “The sale’s real estate commission amounts to $7,243,” or “The cost, including 8.25% sales tax, will be around $2,145.” enhancing their ability to engage customers precisely.

The Yonyx Platform also supports date-related operations within call scripts. The platform can perform date calculations and display relevant information to agents. Whether it’s presenting the estimated delivery date or highlighting time-sensitive offers, the system can take the burden of such calculations off the agents – e.g., “Given your date of birth, it will be 2 years, 3 months, and 5 days from today, when you qualify for Medicare. If you like, I can add a note in our system to contact you to discuss Medicare supplements!”

Overall, Yonyx Placeholders and the data manipulation capabilities offered by the Yonyx Platform empower inside sales agents to provide accurate, personalized, and real-time information to customers during their interactive call scripts, enhancing the overall customer experience and facilitating effective sales interactions.

Yonyx Interactive Call Scripts support personalizing information by manipulating data captured in Placeholders through math, string and date functions.
Yonyx Interactive Call Scripts support auto-traverse logic conditions. These conditions help agents streamline the call process, bypassing unnecessary steps and focusing on the most relevant information for each unique customer interaction.

Placeholder Auto-Traverse Conditions:

When certain logic conditions based on Placeholder values are met, agents can automatically skip along a path within an interactive call script. These conditions can include comparisons such as greater than, lesser than, equal to, contains, or checking if a value is one of a specified set.

As an example, when a customer’s debt-to-income ratio exceeds 40%, the call script can be designed to skip ahead to a specific guidance step that includes a message like, “I am sorry, but based on the information you provided, you are not qualified for this loan!” This ensures that agents can efficiently address the customer’s eligibility status based on their financial situation, providing a clear and appropriate response without unnecessary steps or interactions.

By incorporating these dynamic conditions, agents can streamline the call process, bypassing unnecessary steps and focusing on the most relevant information for each unique customer interaction. This feature enhances efficiency and enables agents to provide a more personalized and efficient experience for their customers.

Salesforce Decision Trees with Data Capture Forms:

Each step in the interactive call script may include data capture elements with text boxes, drop-downs, checkbox lists, radio buttons, date pickers, notes, etc. Each such element included in a form corresponds to a Yonyx Placeholder, and each Yonyx Placeholder maps to a field in a Salesforce Object. Data captured via such forms embedded in individual guidance steps may be updated to Salesforce after each step or at the end of each journey.

This integration provides agents with the ability to capture and update vital customer data directly within the sales process, ensuring that no essential information is missed. By leveraging the context of the customer interaction, unnecessary data capture can be avoided, streamlining the process, and reducing errors.

For example, if the customer’s debt-to-income ratio is below 25%, there is no need to ask the customer about potential student loans. The integration between Yonyx and Salesforce allows the call script to dynamically adapt based on the captured data, skipping irrelevant questions, and focusing on capturing the most pertinent information. This improves efficiency, reduces customer frustration, and ensures that agents can tailor their conversations to individual circumstances, providing a more personalized and professional experience.

Yonyx Interactive Call Scripts also support capturing sales process based customer data. Such data is written back to corresponding fields in Salesforce Objects.
Yonyx Interactive Decision Tree platform records a detailed log of all the steps traversed by a call center agent, including the data captured, and the time spent at each step.

Incident Transcript with Reference ID:

When a call center agent goes through a Yonyx decision tree, the process involves traversing through various steps based on the choices made, capturing relevant data, and automatically progressing through certain steps based on auto-traverse logic conditions. Throughout this interactive navigation, a detailed log of the agent’s journey is continuously recorded.

This comprehensive log captures each step the agent takes within the decision tree, providing a chronological account of their progression. It includes information such as the specific steps visited, the data collected at each step, and the time spent at each stage. This log serves as a comprehensive record of the agent’s interaction with the decision tree, documenting their decision-making process and the information they gathered along the way.

To facilitate seamless integration with Salesforce, this journey log, is automatically saved in a designated Salesforce field. By storing this information within Salesforce, it becomes easily accessible and available for further analysis, reporting, and tracking purposes. This integration allows for a unified view of the call center agent’s interactions, combining the power of the Yonyx decision tree with the capabilities of Salesforce’s data management and analysis tools.

Yonyx also automatically maps each incident transcript to a configurable Reference ID in Salesforce. This Reference ID serves as a unique identifier such as Lead-ID or Opportunity ID.

This ensures data consistency and accuracy by linking the customer journey data captured in Yonyx directly to the corresponding records in Salesforce. It also eliminates manual data entry and reduces the risk of errors or discrepancies. It further enables advanced analytics and reporting by combining the Yonyx Incident data with data captured in Salesforce.

Salesforce Decision Trees with Customer Incident History:

When multiple calls have occurred with the same customer, Yonyx ensures comprehensive record-keeping by capturing and storing all incidents related to the Salesforce object (such as Lead or Opportunity) associated with that customer. This applies to interactions conducted by both the same call center agent and different agents.

Before each subsequent call with the customer, Yonyx provides agents with the ability to review the complete history of incident transcripts tied to that specific customer. This comprehensive review includes information such as the agent’s name, date and time of the last interaction, the name of the interactive decision tree traversed during each interaction, and the number of steps taken within the decision tree.

By having access to this historical data, agents can gain valuable context and insights into previous interactions with the customer. They can understand the progress made, the topics covered, and the journey through the decision tree in previous incidents.

With a simple click on the link corresponding to any previous transcript, the call center agent can view the complete transcript of that particular incident. This allows agents to refresh their memory, understand previous concerns or discussions, and provide more personalized and informed support during the current call.

Yonyx interactive decision tree platform records a history of all interactions with a customer via an Incident History page. This page is embedded within CRM and shows the Agent name, date & time of customer interaction, name of decision tree traversed and number of steps traversed.

This comprehensive recording of past interactions enables agents to deliver a seamless customer experience by building upon them, fostering continuity, and ensuring that customer inquiries are handled efficiently and effectively.

Resume Incident:

An Agent can start traversing a decision tree-based interactive call script from scratch, or “Resume” from any step of a previous Incident related to the same Salesforce object (Lead, Opportunity etc.) When an agent chooses to resume a journey from a specific step in a previous incident, a new incident is created. This new incident inherits data read from the CRM fields and any data captured or updated during the journey in the previous incident, right unto the step from where the “Resume” journey began.

By inheriting the data, the new incident allows the agent to continue the interactive call script from the step where resumption began while having access to all the relevant information and context gathered in the previous incident. This helps to ensure continuity and a seamless experience for the agent when needing to e.g.,

  1. Resume a customer interaction that was interrupted due to call disconnection.
  2. Resume a customer interaction where the customer needed to fetch some information before the agent could continue helping the customer further – e.g. check the date when they mailed the last payment.
  3. Resume a customer interaction pending feedback from some 3rd party – e.g. obtaining an education background check report, or criminal background check report etc.
Yonyx interactive decision tree platform supports agents' ability to resume a journey that was interrupted or paused in a previous customer interaction. This helps agent avoid having to repeat some of the same questions/data that was captured in an earlier interaction.

Capture Agent Feedback from within Salesforce Decision Trees:

When an Agent encounters a mistake or an unaddressed scenario in the interactive call script, they can provide context-sensitive feedback to the Author. This feedback is promptly sent via email to the Author, or to multiple co-authors if applicable. The email includes the transcript of the incident, specifying the step in the journey where the Agent encountered the issue and offered feedback.

Additionally, the feedback generates a ticket, known as a Task, in the built-in ticketing system of the Yonyx platform. The Task is automatically assigned to the Author for review. The Author can now access the list of open tasks, gaining insight into the context of each feedback. They can add notes to the task, explaining how the issue was addressed, and mark it as “Resolved” once resolved.

By following this process, Authors can effectively maintain the interactive decision trees in line with evolving sales processes. This process enables a collaborative approach to refining and enhancing the call script, ensuring it stays up-to-date and aligned with the changing requirements of the sales process.

Yonyx interactive call scripts enable Agents to send context sensitive feedback to Authors if they encounter a mistake or an un-addressed scenario.

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