Integrating chatbots and agent-supported chat
The Service Cloud chat-focused solution kit is called Engage Customers with Conversational Commerce and is available at https://sforce.co/36Is97L.
We’re not going to try and recreate the existing solution kit as it’s available from Salesforce already, so we’re going to use it with the Packt Gear example to review how we would apply this for a specific implementation. During the review, we’ll dive a bit deeper into technical details and provide commentary on specific sections.
As a B2C solution architect, reviewing and understanding these solution kits and related documentation is an important part of the job. At this point, you should know enough about the products and integration options to follow along, so feel free to review the solution kit before proceeding further in this chapter.
To review the capabilities of Service Cloud chat, see Chapter 2, Supporting Your Customers...
