---
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title: Going Beyond the Basics
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/essentials_more_features.md
canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.essentials_more_features.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4a46c5aa40186c18aa4e4f851c146628afffdf9e55153c2b2cf8dab53efec0c1
description: Give your team more automation and productivity by routing incoming work (like cases) to the best-fit person for the job. Use Chat and Messaging to provide instant conversation to your customers through web chat and Facebook Messenger. Use Macros to complete multi-step tasks with a single click.
products:
  - Cross Cloud
release: "264"
---
# Going Beyond the Basics

Give your team more automation and productivity by routing incoming work (like cases) to the best-fit person for the job. Use Chat and Messaging to provide instant conversation to your customers through web chat and Facebook Messenger. Use Macros to complete multi-step tasks with a single click.

- **[Divvy Up Work On Your Team with Routing](https://help.salesforce.com/s/articleView?id=xcloud.essentials_omni-channel.htm&release=264.0.0&type=5)**  
    Use Omni-Channel to route work items (like cases, leads, chats, and messages) to the best-fit person on your team based on your team’s availability and the priority of the work. The most important work items are pushed to your team first.
- **[Offer Live Customer Support with Chat and Messaging](https://help.salesforce.com/s/articleView?id=xcloud.essentials_chat_messaging.htm&release=264.0.0&type=5)**  
    Offer your customers instant conversation with web chat and Facebook Messenger for Essentials. Chats and messages are delivered to team members alongside their other work in Salesforce, so they can handle cases, chats, messages, and everything else side by side.
- **[Automate Your Tasks with Macros](https://help.salesforce.com/s/articleView?id=xcloud.essentials_macros.htm&release=264.0.0&type=5)**  
    A macro automates a common process so your team can help customers with fewer clicks.
- **[Learn Best Practices for B2C Businesses](https://help.salesforce.com/s/articleView?id=xcloud.essentials_best_b2c.htm&release=264.0.0&type=5)**  
    If you’re running a small business that works with customers directly, you’ve definitely got a lot going on. Whether it’s stocking shelves or responding to questions, managing your business is an all-consuming task. With Essentials, you can bring email, tasks, and all your other to-dos right into Salesforce. Here are our top recommendations for getting the most out of Essentials.
- **[Add Your Apps to Salesforce Essentials](https://help.salesforce.com/s/articleView?id=xcloud.essentials_app_exchange.htm&release=264.0.0&type=5)**  
    Want to extend the functionality of your Salesforce platform? Not sure where to start? While Salesforce Essentials doesn't come with API access, our support coaches have gathered what they believe are the _most essential_ apps to extend functionality. Check out our **[AppExchange](https://appexchange.salesforce.com/appxStore?type=App)** to integrate some of the tools you already use and love with Salesforce.
- **[Re-engage Inactive Leads and Customers](https://help.salesforce.com/s/articleView?id=xcloud.essentials_reengage_lead.htm&release=264.0.0&type=5)**  
    If a lead or customer hasn’t purchased or accessed your product in about 30 days, consider them inactive. This behavior doesn’t mean they’re no longer interested; it’s just time to remind them about your great products and service.
- **[Manage Your Contacts with These Best Practices](https://help.salesforce.com/s/articleView?id=xcloud.essentials_contact_mgmt.htm&release=264.0.0&type=5)**  
    Storing and managing contact data in your CRM means that you get to know your customer and understand the timeline of your relationship with the customer. You also get a big-picture view of how all your customers benefit your business.
- **[Automate Your Business Routines](https://help.salesforce.com/s/articleView?id=xcloud.essentials_automate.htm&release=264.0.0&type=5)**  
    Save time by automating your business practices. Rules, Process Builder, and Flows turn your repetitive workload into automated actions that do work for you.
- **[Best Practices for Marketing Teams](https://help.salesforce.com/s/articleView?id=xcloud.essentials_marketing_best_practices.htm&release=264.0.0&type=5)**  
    Marketing outreach is key to attracting new leads and retaining customers. Whether you want to send a promotion to a loyal customer or reach multiple new leads with an offer, we have tools to help.