This presentation is created to show how we can automate Case management system in Salesforce environment.

2. Imtiaz Bin Mohiuddin
Trailblazer CGL
Dhaka, Bangladesh Administrators Group
3x Salesforce Certified
2x Trailhead Ranger
#BangladeshSFDC Dhaka, Bangladesh Administrators Group
Automation of Case
ManagementBy
@imtiazbm

3. Agenda
• History of Case
• Case Management
• Benefits of Case management automation
• Case Automation tools
• Queues
• Assignment Rule
• Escalation Rule
• Auto-Response Rule
#BangladeshSFDC Dhaka, Bangladesh Administrators Group

4. History of Case
• What is Case?
- A case is a customer's question, feedback, or issue.
- Responding to cases keeps your customers happy.
- Agents review cases to deliver better service.
• How to create Case?
- Create cases manually from the Cases tab, the Cases related list.
- Agents can log cases using SF phone call service.
- Web-to-Case and Email-to-case can automatically capture the case.
- Customers can log their own cases from customer community, Customer Portal.
- Case can be logged from SF Chatter answers.
#BangladeshSFDC Dhaka, Bangladesh Administrators Group

5. Case Management
• Case management means
organizing customer cases into
one place and making sure they
go to the right person, for the
right answer, by the right time.
• Service Cloud does all that
behind the scenes with
automation tools.
#BangladeshSFDC Dhaka, Bangladesh Administrators Group

6. Benefits of Case management automation
• Centralize
- Customer support interactions can be tracked from here.
• Integrate
- Deal with cases more quickly by integrating case information with existing knowledge bases or Salesforce
Knowledge , a knowledge base designed to help solve cases .
• Streamline
- Business processes can be enhanced by setting up automatic case escalation and workflow tasks.
#BangladeshSFDC Dhaka, Bangladesh Administrators Group

7. Queues
• Automatically prioritize support
team’s workload by creating lists
• Using queues agents can jump in
to solve certain types of cases.
#BangladeshSFDC Dhaka, Bangladesh Administrators Group

8. Assignment Rule
• Automatically assign incoming
cases to specific agents/queues
so that the right people work on
the right cases.
#BangladeshSFDC Dhaka, Bangladesh Administrators Group

9. Escalation Rule
• Automatically escalate cases to
the right people when the cases
aren’t solved by a certain time.
#BangladeshSFDC Dhaka, Bangladesh Administrators Group

10. Auto-Response Rule
• Automatically send personalized
email responses to customers
based on each case’s details.
#BangladeshSFDC Dhaka, Bangladesh Administrators Group