Hi, I am a service manager. I have tons of emails to answer and about 65 open cases at any given time.
Trying to manage this entirely out of Salesforce, but finding this very difficult. Wondering if there are any tips. Here are some of the issues:
1. threads are inconsistent. Especially when the customer sends a new email instead of replying to an existing thread. I cannot merge the cases.
2. There seems to be no way to get a notification in cases WITHIN salesforce, that an email comment has been added. I've tried going into settings and selecting "notify case owner" but that just sends me an email response.
3. It doesn't seem easy for me to be interacting with clients in real time in cases. I am always reverting to email which I am trying not to do. I'd like to build a process for me (and future agents) to "live in service cloud."
답변 1개
Hi Leor,
You can use this app by Salesforce Labs to handle merging of cases: https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000EcqkEUAR
For notification, there is a idea here: https://success.salesforce.com/ideaView?id=08730000000XupGAAS
Alternately, you can set up a workflow or process builder to notify the Case Owner explicitly. Make sure the actual working agent is the case owner, and not an admin or a queue etc.
"If it isnt in Salesforce, it doesnt exist" - follow this principle. Every correspondence must be recorded in Salesforce. Do not reply to the customer via outlook at all. That ways you can prevent duplicate cases, monitor cases, create reports/dashboards, calculate relevant metrics etc.
Are you using a Service Console? If no, then please explore it and its uses. https://help.salesforce.com/apex/HTViewHelpDoc?id=console_lex_service_intro.htm
Thx
