Essentials of Help Desk Applications: Case Management

Help desk solutions do more than just route calls to “the next available agent.” They resolve cases and queries fast. With our help desk software in the cloud you have all the sophisticated tools to deliver the fastest support and 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 our multitier support queuing feature lets managers and groups 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. This capability stops inquiries falling through the cracks during busy periods and ensures your organisation lives up to its service commitments.
• Service level management. It’s vital to meet SLAs. Better still, to exceed them, and ensure your customers remain loyal to you. With salesforce.com’s help desk solutions you keep your agents informed of the service level requirements for every one of your customers. Our applications also help managers analyse and improve service quality and compliance.

The Help Desk Solutions Differentiator: Knowledge Management

• Give every service agent knowledge With the built-in knowledge management capabilities of salesforce.com’s help desk software in the cloud you have the tools to build a central knowledge repository so that customer-facing and internal service agents always have tried-and-true solutions to hand. The result is they deliver a higher quality of service every time.

Our help desk applications make it easy to capture, review, catalogue, and access information, so agents can always find what they need, when they need it. salesforce.com’s help desk software in the cloud includes these knowledge base capabilities:

• Solution encyclopedia. With this help desk application feature you can 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 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. Powerful search capabilities direct agents and customers to the right solutions every time. Our cloud-based help desk software sorts and classifies resolutions to suit your specific requirements. And it makes it easy too. Even new agents can quickly resolve challenging customer issues.
• Solution administration. Via a multilevel solution review process, Salesforce CRM help desk applications guarantee the quality of information in the knowledge base. 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 appropriate administrators when they need to take prompt action..
• Multilingual support. Our help desk software in the cloud lets global service teams assist customers in local languages. With salesforce.com’s help desk solutions, you receive consistent support wherever you are, in your language.