✴️ This week’s #TuesdayTips ... yes, even on a Thursday :-), is our third in a series to help you with your #Case Management: Automation ✴️

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

Case Automation

Automating the distribution of cases in your service organization ensures that each customer case automatically and immediately gets to the right group or agents, and has the quickest and most accurate resolution. The resources below outline automation features to route and assign cases, escalate cases, and create different case rules.

Automate Case Management.  Review this Trailhead unit to learn the definition of each automation tool: queues, assignment rules, escalation rules, and auto-response rules. Review use cases to decide which tools make the most sense to implement in your organization. All of these tools can be configured with clicks, not code.

https://trailhead.salesforce.com/en/content/learn/modules/service_lex/service_lex_case_manage

Lightning Flow for Service.  You may need to provide your agents with a defined path to follow to quickly resolve common cases. Complete this Trailhead module on Lightning Flow for Service to understand how it can automate and launch actions to follow when an agent clicks a step.

https://trailhead.salesforce.com/en/content/learn/modules/service_lightning_flow_for_service

Rules and Queues.  Explore this Help & Training article to learn how the combination of case rules and queues can help you prioritize, distribute, assign, respond to, and escalate case records.

https://help.salesforce.com/articleView?id=automation_rules_queues_parent.htm&type=5

Set Up Assignment Rules.  Assignment rules define how the case is triaged and can be routed to a specific user or queue based on your requirements. Review this Help & Training article on defining criteria that can determine how a case gets processed and routed to the right agents for fast resolution.

https://help.salesforce.com/articleView?id=creating_assignment_rules.htm&type=5

Set Up Escalation Rules.  Escalation rules automatically escalate cases that meet a certain criteria defined in the entry rules. It is critical for a service organization to be able to customize those rules based on their business needs. Review this Help & Training article to learn how to quickly get up and running with escalation rules.

https://help.salesforce.com/articleView?id=rules_escalation_create.htm&type=5

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

@Hathaway Moore @Sophia Madana @Bhavin Patel @Casey Springer