Essentials of Help Desk Applications: Case Management

Today’s help desk solutions do more than just route calls to “the next available agent.” They resolve cases and queries fast and efficiently. This is where our help desk software in the cloud really counts, providing you with the tools for fast support and guaranteed adherence to service level agreements (SLAs).

• Assignment and workflow. With salesforce.com’s help desk software applications you can segment, route, and assign incoming cases either to individual reps or case queues, and alert response teams when you need them. And with its multitier support queuing feature, managers and groups can review, refer, and route customer inquiries from all channels .
• Escalation functionality. Our help desk software in the cloud also equips you with advanced escalation functionality, ensuring inquiries never fall through the cracks, and your organisation lives up to its service commitments.
• Service level management. Meeting and exceeding SLAs is vital to customer satisfaction. With salesforce.com’s help desk solutions your agents stay informed of all your customers’ service level requirements. Managers can also analyse and improve service quality and compliance.

The Help Desk Solutions Differentiator: Knowledge Management

• Give every service agent knowledge Would you like all the information and expertise in your entire company instantly available to whoever needs it, when they need it? With salesforce.com’s help desk applications you can build a central knowledge bank for your customer-facing and internal service agents to deliver a better service.

Our help desk applications make it easy to capture, review, catalogue, and access information. salesforce.com’s help desk software in the cloud includes these knowledge base capabilities:

• Solution encyclopedia. This feature lets you compile and archive relevant information to help agents resolve cases quickly and accurately. By making proven solutions readily available, salesforce.com’s help desk software in the cloud improves support quality for customers and employees, and delivers cost savings and efficiency for the company.
• Private and public knowledge base. salesforce.com’s help desk solutions let you effortlessly publish your entire knowledge base—or portions of it—to your Web site so customers can find expert answers without having to enlist an agent.
• Browse and search capabilities. Using powerful search capabilities, our help desk solutions always direct agents and customers to the right answer. Our cloud-based help desk software sorts and classifies resolutions to suit your specific requirements. Even new agents can quickly resolve challenging customer issues.
• Solution administration. Salesforce CRM help desk applications ensure the quality of information in the knowledge base via a multilevel solution review process. Anyone can easily create solutions, but only authorised users can review and publish them.
• Resolution workflow. Unlike conventional help desk software, Salesforce CRM Service supports custom workflow rules and automates the management of the knowledge base. Alerts and automatic task assignments notify administrators when to take prompt action..
• Multilingual support. Our help desk software in the cloud lets global service teams assist customers in local languages. Each geography can write (or translate) and maintain resolutions for common service issues. With salesforce.com’s help desk solutions, you receive consistent support in your language, wherever you are.