Activity Management

Keep Your Service Teams Focused With On Demand Activity Management

Resolving issues quickly is critical to keeping customer satisfaction levels high. The activity management features in Salesforce help keep your agents organized and focused on closing cases efficiently and accurately.

Real-Time Alerts

Set custom alerts and rules to automatically notify agents or managers when cases remain unresolved for too long or when service level agreements are in danger of being violated.

Activity History

To help save time in resolving future cases and improve service, Salesforce activity-based management maintains a historical record of all activities (complete and pending) related to a case.

Follow-the-Sun Service

With access from any Web browser and availability in 14 languages, Salesforce activity management on demand helps dispersed contact centers function as a cohesive unit so everyone can maintain a unified focus on making your customers successful.


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 activity management can segment, route, and assign incoming cases either to individual reps or to case queues.

Agent Management

Contact centers today are increasingly becoming globally dispersed, with agents around the world and a mix of onsite, at-home, insourced, and outsourced agents. Salesforce brings much-needed unity to contact center management by offering a single place to track tasks and manage all your agents.