✴️ This week’s #TuesdayTips is our fourth and final in a series to help you with your #Case Management: Go Further ✴️
At its core, every service organization wants to provide an amazing customer experience resolving customer issues as quickly and efficiently as possible. In order to do that, it is critical to implement a case management process. Although every organization defines case management differently, this guide will provide resources for each aspect of case management from set up to optimization and beyond.
Start by watching our webinar recording for an in-depth walk-through of Salesforce case management:
https://salesforce.vidyard.com/watch/9JPKuQNoWWmtjDosnNpvmC?video_id=13735993
Go Further
Once you are at a comfortable level within your case management journey, consider tools that can take you beyond automation and optimization. Check out these resources to learn how you can enforce service level agreements to your highest priority customers with Entitlements and add time-dependent steps to your support process with Milestones. For your agents, learn how Omni-Channel can route cases based on skills and view their capacity and workload in real-time.
Set Up Entitlements and Milestones. Dive deep with this on-demand recording delivered by a Salesforce Certified specialist to learn how Entitlements can define, enforce, and track customer service levels as part of your support management process.
https://help.salesforce.com/articleView?id=000314652&type=1
Entitlement Management Setup Checklist. Use this checklist to ensure you have set up Entitlement Management in a way that fits your business needs and support process.
https://help.salesforce.com/articleView?id=entitlements_setting_up_entitlement_management.htm&type=5
Omni-Channel for Lightning Experience. Tackle this Trailhead module to learn how Omni-Channel routes work to the right agent, and provides multi-channel support for customers including email, chat, messaging, and voice.
https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex
Omni-Channel Guide for Administrators. Your one-stop shop on all things Omni-Channel for your administrators from setup to customization. See best practices and how to implement Omni-Channel in your existing chat implementations.
https://resources.docs.salesforce.com/222/latest/en-us/sfdc/pdf/service_presence_administrators.pdf
Additional Case Management Tools
What are some other tools Salesforce provides that can be supplemented with case management to give your agents a boost? Check out these helpful resources to increase agent productivity and save them time.
Service Cloud Agent Productivity. If you are looking for a way to provide even more tools to help your agents be successful, look no further. This Trailhead module will teach you about productivity tools such as quick text and macros, giving your agents time-saving shortcuts and helping them work faster.
https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-agent-productivity
Einstein Case Classification. Predictive intelligence provides data to drive smarter decisions. See how Salesforce uses AI to improve case data, saving your support agents’ time with this Trailhead module.
https://trailhead.salesforce.com/en/content/learn/modules/service_case_class
👉 And remember to bookmark the #Case Management best practices one-pager for easy access!
https://help.salesforce.com/articleView?id=000356142&type=1&mode=1
