Case Management

Resolve Customer Cases with Speed and Professionalism

Salesforce provides sophisticated case management 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 call center response teams are alerted as needed.

Escalation

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

Service Level Management

Meeting—or exceeding—service level agreements is a must. Salesforce shows call center 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 more efficient case management with quicker response and resolution. Salesforce can segment and route incoming open cases based on any criteria, such as product category, customer type, service level, or required skills or expertise.

Case History

Case management provides a complete, at-a-glance case history for each customer inquiry. Histories include a summary of all changes, a log of case comments, escalations, and any case fields you select for tracking.

Multichannel Communications

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