Case Management

Resolve Cases with Speed and Professionalism

Salesforce provides sophisticated tools to ensure that customers get top-notch service quickly and that service level agreements are met. Multitier support queue capabilities enable individuals and groups to review, escalate, and route customer inquiries from all channels as appropriate.

Assignment and Workflow

In the best service organizations, each customer inquiry automatically and immediately gets to the right group or rep, for the quickest and most appropriate resolution. Salesforce can segment, route, and assign incoming cases either to individual reps or to case queues, and response teams are alerted as needed.

Escalation

When things get busy, advanced escalation functionality ensures that inquiries don’t start falling through the cracks and that the organization continues to meet service-level agreements.

Service Level Management

Meeting—or exceeding—service level agreements is a must. Salesforce shows agents the level of service a customer should receive and helps managers analyze and improve service quality and compliance.


Queuing and Routing

Case queues allow multiple agents to be responsible for each type of case, ensuring quicker response and resolution. Salesforce can segment and route incoming cases based on any criteria, such as product category, customer type, service level, or required skills or expertise.

Case History

A complete, at-a-glance case history is available for each customer inquiry. Histories include a summary of all changes, a log of case comments, and any case fields you select for tracking.

Multichannel Communications

Email, Web, phone, chat—Salesforce helps companies deliver outstanding and consistent service and support across many channels by combining unique business processes with established industry best practices.