KMS is here to gather, organize and share information across your organization. It helps organizations to answer most burning questions using FAQs. It keeps the information updated and makes the process of locating the information easier. It also decreases the ticket volume your customer support team needs to deal with.
SugarCRM is the world's leading Open Source Enterprise CRM. Sanver E-Solutions provides CRM Consulting and SugarCRM Implementation services. We provide SugarCRM fully integrated to Google Apps and hosted securely on Google Cloud Platform.
Microsoft dynamic 365 CRM is the best Customer service for making relationship with their customers that helps to the growth of small & medium organizations. For more visit: https://solzit.com/customer-service-crm/
This document discusses setting up a support module in CRM using Parature. It covers creating queues to categorize and prioritize cases, setting up parent-child case relationships to manage related issues, and using routing rules to automatically route cases to the appropriate personnel. It also discusses setting up service level agreements (SLAs) and entitlements to define different support terms and levels for customers. The document then provides an overview of Parature, including how to connect it to CRM and add knowledge base articles. It demonstrates configuring social channels like Facebook and chat features for Parature.
Top reasons for considering Alrasmyat Warehouse Management SoftwareEricAustin012
With the use of Alrasmyat Warehouse Management Software, you can get multiple benefits with it. It can help to automate all your processes in a better way.
Hyderabadsys trains over 2000 students per year in various IT technologies through both regular and weekend courses. They provide SAP CRM online training which covers the foundation, architecture, modules, customizing, and administration of SAP CRM. The training is conducted by certified experts through virtual classrooms and includes 24/7 support for students.
The IMPAK Tenant Retention Program is an internet-based property management system that allows tenants to submit service requests online and monitor their status. It aims to improve tenant satisfaction and organizational efficiencies by automating maintenance processes. The system has three types of work orders - red for tenant service requests, black for inspections, and green for preventative maintenance. Tenants submit requests, which get assigned to staff who can view, track, and update requests on their mobile devices or online.
KMS is here to gather, organize and share information across your organization. It helps organizations to answer most burning questions using FAQs. It keeps the information updated and makes the process of locating the information easier. It also decreases the ticket volume your customer support team needs to deal with.
SugarCRM is the world's leading Open Source Enterprise CRM. Sanver E-Solutions provides CRM Consulting and SugarCRM Implementation services. We provide SugarCRM fully integrated to Google Apps and hosted securely on Google Cloud Platform.
Microsoft dynamic 365 CRM is the best Customer service for making relationship with their customers that helps to the growth of small & medium organizations. For more visit: https://solzit.com/customer-service-crm/
This document discusses setting up a support module in CRM using Parature. It covers creating queues to categorize and prioritize cases, setting up parent-child case relationships to manage related issues, and using routing rules to automatically route cases to the appropriate personnel. It also discusses setting up service level agreements (SLAs) and entitlements to define different support terms and levels for customers. The document then provides an overview of Parature, including how to connect it to CRM and add knowledge base articles. It demonstrates configuring social channels like Facebook and chat features for Parature.
Top reasons for considering Alrasmyat Warehouse Management SoftwareEricAustin012
With the use of Alrasmyat Warehouse Management Software, you can get multiple benefits with it. It can help to automate all your processes in a better way.
Hyderabadsys trains over 2000 students per year in various IT technologies through both regular and weekend courses. They provide SAP CRM online training which covers the foundation, architecture, modules, customizing, and administration of SAP CRM. The training is conducted by certified experts through virtual classrooms and includes 24/7 support for students.
The IMPAK Tenant Retention Program is an internet-based property management system that allows tenants to submit service requests online and monitor their status. It aims to improve tenant satisfaction and organizational efficiencies by automating maintenance processes. The system has three types of work orders - red for tenant service requests, black for inspections, and green for preventative maintenance. Tenants submit requests, which get assigned to staff who can view, track, and update requests on their mobile devices or online.
Know more about expanded capabilities & benefits of Dynamics 365 for customer services to manage and track customer service activity in your organization.
The document discusses client onboarding and managing the client lifecycle. It outlines three stages of onboarding: 1) account opening, 2) extending onboarding through the first year, and 3) ongoing onboarding management. It emphasizes optimizing the client experience through clear strategies, targeted communications, and addressing issues promptly. The document then introduces Doxim's OpenAdvantage client management platform, which allows for configurable workflows, integrated e-signatures, and automating processes like account transfers to improve efficiency and compliance.
Amp Your Customer Service Statistics by Improving Data in Salesforce Service ...Informatica Cloud
Your customers deserve great service, but nothing destroys goodwill more than long wait times, unanswered questions and being treated like a number. So how can you deploy CRM to fix these issues and keep delighting your best customers?
Salesforce is undoubtedly one of your most crucial CRM investments and one of today's most powerful cloud ecosystems — but poor deployment choices and massive app proliferation can introduce integration complexity that can dramatically impact the Salesforce data and ultimately drive down customer satisfaction scores. Join Clive Bearman, Director of Product Marketing at Informatica, Justin Donlon, Business Intelligence Solution Architect at Carbonite, and Mike McDermott, SVP of Business Development at Primitive Logic, as they discuss how to best tame the data integration complexity and amp your customer service.
Clive will discuss connectivity and integration scenarios across the Salesforce portfolio, not just Sales Cloud. Justin will explain how Carbonite attained an independent 9.5 out of 10 satisfaction score. Mike will conclude with practical implementation advice to enable you to deepen your relationships with your customers
At the end of the webinar, you’ll understand where and when to use the most appropriate techniques, and how to score quick wins for better customer service.
This document summarizes the services of a full service IT company including website design and development, custom application development, and CRM/MIS systems. They have an experienced team with expertise in CMS platforms like EPiServer and Umbraco. They develop responsive websites and custom SharePoint sites. Their application development team builds tailored systems and enables integration. They are ISO certified and have received awards from Microsoft and local business awards. They promote their VISION CRM/MIS system which includes standard and custom modules along with dashboard reporting. Testimonials from customers praise their work on websites, Outlook email trackers, and front-end systems.
employAstar offers a one stop cloud-based hiring solution including an applicant tracking system and data management tools to streamline recruitment. Their cloud-based hiring platform powered by Salesforce automates recruitment processes and allows tracking of jobs, resumes, candidates and contacts more efficiently. The solution includes modules for candidate lifecycle management, reporting, roles and permissions, vendor management, finances, and referrals. EmployAstar promises customized solutions, training, quick turnaround, and a dedicated team to deliver cost effective and efficient recruitment services.
Dynamics 365 what's new in October 2018 Release Sam Fernando
The document summarizes new features for the October 2018 release of Microsoft Dynamics 365 across various segments including Marketing, Sales, Service, Talent, and the Power Platform. Key features discussed include account based marketing, predictive lead scoring using machine learning, playbooks to automate repeatable sales activities, Dynamics 365 AI for Sales app, call center intelligence, unified routing and work distribution in service, and enhancements to field services and the Power Platform. More details can be found at the provided release notes URL.
How spark improved service and reduced response times with logicalware final ...Daniel Parker
Adopting a Multichannel Customer Service Strategy
Discover how Utilities supplier Spark Energy:
* Achieved a 90% reduction in new customer on-boarding costs
* Track, manage and provide management reports that comply with Industry Service Level Agreements
By leveraging the latest technology Spark now aggregates and distributes Email messages to their agents saving valuable time, money and resources.
According to Metric Stream, complaint management is the process of how organizations handle, manage, respond to and report customer complaints. Systems are put into place to track and trend the data that is captured by complaint management processes.
Customer relationship management (CRM) systems allow companies to better understand and interact with customers. CRM involves tracking key customer data like contacts, purchases, and preferences using software. This enables companies to provide personalized customer service, implement targeted marketing campaigns, and ultimately improve customer retention and profits. While CRM software is important, a successful strategy also requires changes to company policies and culture to be fully customer-centric.
Complete ERP Solution for Service Industry with CRM, Project Management, Inventory, Warehouse, Accounts, etc. Manage your after sales service very efficiently.
This presentation discusses how Microsoft Dynamics CRM can help nonprofit organizations manage constituent relationships and business processes. It provides an overview of the Microsoft offering of Dynamics CRM Online and On-Premise at discounted pricing for nonprofits. The presentation demonstrates how nonprofits can use Dynamics CRM to manage donations, pledges, memberships, campaigns, events, cases, contracts and more. It shares examples of nonprofits that are successfully using Dynamics CRM and the benefits they have experienced from centralized, accessible data and automated workflows. The presentation encourages attendees to get involved with Dynamics CRM and provides information on how to purchase, learn more and provide feedback to help the solution evolve.
Dynamics Day 2017 Perth: WA Solution for Disability Support ProvidersEmpired
With changes to the NDIS funding model driving significant change within the industry, join us to see how a Dynamics 365 founded solution can deliver providers with improved client engagement, improved quality of service and insight into the sustainability of services provided. Our solution spans Dynamics 365 Customer Service, Dynamics 365 Field Service, CRM Portal, Dynamics NAV and Power BI.
Presentation: "Gaining Competitive Advantage: Easy and Centralized Data Acces...Sean O'Connell
This document discusses how Awana Clubs International gained competitive advantage through adopting Software as a Service (SaaS) solutions. It describes Awana's business challenges around meeting more sophisticated constituent expectations with limited resources. It details Awana's goals of enabling flexible, efficient, and reliable access to information. It then explains how Awana's legacy on-premise systems were inefficient and did not meet these goals. Awana selected a SaaS customer relationship management (CRM) system integrated with their ERP using an appliance. This allowed them to rapidly integrate systems, increase productivity, and reduce IT spend while empowering constituents with self-service access. Lessons learned emphasized the importance of integration strategies for SaaS adoption and choosing
Dynamics 365 - Rapid Implementation - CE ServicesCompusoft
Dynamics 365 CE Service: 2-Wk Implementation
A profound engagement that leads to a robust implementation of Dynamics 365 CE Service module, enabling faster value realization
Integrated Order to Cash (O2C) Automation Software for Global Shared Services...Emagia
Integrated Order to Cash (O2C) Automation Software for Global Shared Services
https://www.emagia.com/resources/ebooks/integrated-otc-transformation-for-global-shared-services-organizations/
CRM implementation in the insurance sector aims to improve customer satisfaction and loyalty. Successful CRM requires integrating people, processes, and technology to obtain a unified customer view. Major Indian insurers like LIC, HDFC Ergo, and Tata AIA Life have implemented CRM systems to streamline operations, improve customer service, and increase sales. However, failures can occur if data is inconsistent, customer needs are not considered, or systems are not properly integrated. Overall, CRM provides benefits but also poses challenges for the insurance industry in India.
This document discusses supply chain management (SCM), customer relationship management (CRM), and the integration of SCM and CRM (ISCRM). SCM involves planning and executing the flow of goods from raw materials to the customer. CRM uses technology to organize sales, marketing, and customer service to acquire, retain, and increase sales to customers. Integrating SCM and CRM allows companies to improve financial and operational metrics by providing customers with optimized product delivery and service. The document outlines the components, benefits, and types of CRM systems as well as a SWOT analysis of CRM.
Perfecting Customer Management Using Jira Service ManagementCprime
An optimized ITSM practice using Atlassian Jira Service Management (JSM) has brought tremendous benefits to organizations seeking to cement a customer-centric approach to their service management processes.
In the first two parts of this webinar series, we discussed an introduction to change management, service catalogs, and CMDB, and how they can all be applied and optimized using JSM. In this third installment, we cover the vital topic of customer management. You will learn:
- The importance of understanding the customer's perspective and requirements
- How to best use JSM for customer management—from portal design to automation and beyond
- How to use JSM to empower your Shift Left—an integrated knowledge base, dynamic forms, intelligent queues, and more
- How to measure customer management for reporting and data-driven decision making
Unearth the limitless possibilities with Amazon Sagemaker.pptxMarketing CloudThat
Explore the transformative power of Amazon SageMaker in the realm of Data and Analytics. Discover how Amazon SageMaker is revolutionizing decision-making processes through real-world use cases, including Customer Segmentation for targeted marketing strategies and Fraud Analysis for proactive risk mitigation, demonstrating the platform's versatility and impact on data-driven insights. Organizations are leveraging Amazon SageMaker to unlock the full potential of their data, driving innovation, and gaining a competitive edge
Know more about expanded capabilities & benefits of Dynamics 365 for customer services to manage and track customer service activity in your organization.
The document discusses client onboarding and managing the client lifecycle. It outlines three stages of onboarding: 1) account opening, 2) extending onboarding through the first year, and 3) ongoing onboarding management. It emphasizes optimizing the client experience through clear strategies, targeted communications, and addressing issues promptly. The document then introduces Doxim's OpenAdvantage client management platform, which allows for configurable workflows, integrated e-signatures, and automating processes like account transfers to improve efficiency and compliance.
Amp Your Customer Service Statistics by Improving Data in Salesforce Service ...Informatica Cloud
Your customers deserve great service, but nothing destroys goodwill more than long wait times, unanswered questions and being treated like a number. So how can you deploy CRM to fix these issues and keep delighting your best customers?
Salesforce is undoubtedly one of your most crucial CRM investments and one of today's most powerful cloud ecosystems — but poor deployment choices and massive app proliferation can introduce integration complexity that can dramatically impact the Salesforce data and ultimately drive down customer satisfaction scores. Join Clive Bearman, Director of Product Marketing at Informatica, Justin Donlon, Business Intelligence Solution Architect at Carbonite, and Mike McDermott, SVP of Business Development at Primitive Logic, as they discuss how to best tame the data integration complexity and amp your customer service.
Clive will discuss connectivity and integration scenarios across the Salesforce portfolio, not just Sales Cloud. Justin will explain how Carbonite attained an independent 9.5 out of 10 satisfaction score. Mike will conclude with practical implementation advice to enable you to deepen your relationships with your customers
At the end of the webinar, you’ll understand where and when to use the most appropriate techniques, and how to score quick wins for better customer service.
This document summarizes the services of a full service IT company including website design and development, custom application development, and CRM/MIS systems. They have an experienced team with expertise in CMS platforms like EPiServer and Umbraco. They develop responsive websites and custom SharePoint sites. Their application development team builds tailored systems and enables integration. They are ISO certified and have received awards from Microsoft and local business awards. They promote their VISION CRM/MIS system which includes standard and custom modules along with dashboard reporting. Testimonials from customers praise their work on websites, Outlook email trackers, and front-end systems.
employAstar offers a one stop cloud-based hiring solution including an applicant tracking system and data management tools to streamline recruitment. Their cloud-based hiring platform powered by Salesforce automates recruitment processes and allows tracking of jobs, resumes, candidates and contacts more efficiently. The solution includes modules for candidate lifecycle management, reporting, roles and permissions, vendor management, finances, and referrals. EmployAstar promises customized solutions, training, quick turnaround, and a dedicated team to deliver cost effective and efficient recruitment services.
Dynamics 365 what's new in October 2018 Release Sam Fernando
The document summarizes new features for the October 2018 release of Microsoft Dynamics 365 across various segments including Marketing, Sales, Service, Talent, and the Power Platform. Key features discussed include account based marketing, predictive lead scoring using machine learning, playbooks to automate repeatable sales activities, Dynamics 365 AI for Sales app, call center intelligence, unified routing and work distribution in service, and enhancements to field services and the Power Platform. More details can be found at the provided release notes URL.
How spark improved service and reduced response times with logicalware final ...Daniel Parker
Adopting a Multichannel Customer Service Strategy
Discover how Utilities supplier Spark Energy:
* Achieved a 90% reduction in new customer on-boarding costs
* Track, manage and provide management reports that comply with Industry Service Level Agreements
By leveraging the latest technology Spark now aggregates and distributes Email messages to their agents saving valuable time, money and resources.
According to Metric Stream, complaint management is the process of how organizations handle, manage, respond to and report customer complaints. Systems are put into place to track and trend the data that is captured by complaint management processes.
Customer relationship management (CRM) systems allow companies to better understand and interact with customers. CRM involves tracking key customer data like contacts, purchases, and preferences using software. This enables companies to provide personalized customer service, implement targeted marketing campaigns, and ultimately improve customer retention and profits. While CRM software is important, a successful strategy also requires changes to company policies and culture to be fully customer-centric.
Complete ERP Solution for Service Industry with CRM, Project Management, Inventory, Warehouse, Accounts, etc. Manage your after sales service very efficiently.
This presentation discusses how Microsoft Dynamics CRM can help nonprofit organizations manage constituent relationships and business processes. It provides an overview of the Microsoft offering of Dynamics CRM Online and On-Premise at discounted pricing for nonprofits. The presentation demonstrates how nonprofits can use Dynamics CRM to manage donations, pledges, memberships, campaigns, events, cases, contracts and more. It shares examples of nonprofits that are successfully using Dynamics CRM and the benefits they have experienced from centralized, accessible data and automated workflows. The presentation encourages attendees to get involved with Dynamics CRM and provides information on how to purchase, learn more and provide feedback to help the solution evolve.
Dynamics Day 2017 Perth: WA Solution for Disability Support ProvidersEmpired
With changes to the NDIS funding model driving significant change within the industry, join us to see how a Dynamics 365 founded solution can deliver providers with improved client engagement, improved quality of service and insight into the sustainability of services provided. Our solution spans Dynamics 365 Customer Service, Dynamics 365 Field Service, CRM Portal, Dynamics NAV and Power BI.
Presentation: "Gaining Competitive Advantage: Easy and Centralized Data Acces...Sean O'Connell
This document discusses how Awana Clubs International gained competitive advantage through adopting Software as a Service (SaaS) solutions. It describes Awana's business challenges around meeting more sophisticated constituent expectations with limited resources. It details Awana's goals of enabling flexible, efficient, and reliable access to information. It then explains how Awana's legacy on-premise systems were inefficient and did not meet these goals. Awana selected a SaaS customer relationship management (CRM) system integrated with their ERP using an appliance. This allowed them to rapidly integrate systems, increase productivity, and reduce IT spend while empowering constituents with self-service access. Lessons learned emphasized the importance of integration strategies for SaaS adoption and choosing
Dynamics 365 - Rapid Implementation - CE ServicesCompusoft
Dynamics 365 CE Service: 2-Wk Implementation
A profound engagement that leads to a robust implementation of Dynamics 365 CE Service module, enabling faster value realization
Integrated Order to Cash (O2C) Automation Software for Global Shared Services...Emagia
Integrated Order to Cash (O2C) Automation Software for Global Shared Services
https://www.emagia.com/resources/ebooks/integrated-otc-transformation-for-global-shared-services-organizations/
CRM implementation in the insurance sector aims to improve customer satisfaction and loyalty. Successful CRM requires integrating people, processes, and technology to obtain a unified customer view. Major Indian insurers like LIC, HDFC Ergo, and Tata AIA Life have implemented CRM systems to streamline operations, improve customer service, and increase sales. However, failures can occur if data is inconsistent, customer needs are not considered, or systems are not properly integrated. Overall, CRM provides benefits but also poses challenges for the insurance industry in India.
This document discusses supply chain management (SCM), customer relationship management (CRM), and the integration of SCM and CRM (ISCRM). SCM involves planning and executing the flow of goods from raw materials to the customer. CRM uses technology to organize sales, marketing, and customer service to acquire, retain, and increase sales to customers. Integrating SCM and CRM allows companies to improve financial and operational metrics by providing customers with optimized product delivery and service. The document outlines the components, benefits, and types of CRM systems as well as a SWOT analysis of CRM.
Perfecting Customer Management Using Jira Service ManagementCprime
An optimized ITSM practice using Atlassian Jira Service Management (JSM) has brought tremendous benefits to organizations seeking to cement a customer-centric approach to their service management processes.
In the first two parts of this webinar series, we discussed an introduction to change management, service catalogs, and CMDB, and how they can all be applied and optimized using JSM. In this third installment, we cover the vital topic of customer management. You will learn:
- The importance of understanding the customer's perspective and requirements
- How to best use JSM for customer management—from portal design to automation and beyond
- How to use JSM to empower your Shift Left—an integrated knowledge base, dynamic forms, intelligent queues, and more
- How to measure customer management for reporting and data-driven decision making
Unearth the limitless possibilities with Amazon Sagemaker.pptxMarketing CloudThat
Explore the transformative power of Amazon SageMaker in the realm of Data and Analytics. Discover how Amazon SageMaker is revolutionizing decision-making processes through real-world use cases, including Customer Segmentation for targeted marketing strategies and Fraud Analysis for proactive risk mitigation, demonstrating the platform's versatility and impact on data-driven insights. Organizations are leveraging Amazon SageMaker to unlock the full potential of their data, driving innovation, and gaining a competitive edge
Mobile App Development Company In Noida | Drona InfotechDrona Infotech
Drona Infotech is a premier mobile app development company in Noida, providing cutting-edge solutions for businesses.
Visit Us For : https://www.dronainfotech.com/mobile-application-development/
Most important New features of Oracle 23c for DBAs and Developers. You can get more idea from my youtube channel video from https://youtu.be/XvL5WtaC20A
WWDC 2024 Keynote Review: For CocoaCoders AustinPatrick Weigel
Overview of WWDC 2024 Keynote Address.
Covers: Apple Intelligence, iOS18, macOS Sequoia, iPadOS, watchOS, visionOS, and Apple TV+.
Understandable dialogue on Apple TV+
On-device app controlling AI.
Access to ChatGPT with a guest appearance by Chief Data Thief Sam Altman!
App Locking! iPhone Mirroring! And a Calculator!!
Preparing Non - Technical Founders for Engaging a Tech AgencyISH Technologies
Preparing non-technical founders before engaging a tech agency is crucial for the success of their projects. It starts with clearly defining their vision and goals, conducting thorough market research, and gaining a basic understanding of relevant technologies. Setting realistic expectations and preparing a detailed project brief are essential steps. Founders should select a tech agency with a proven track record and establish clear communication channels. Additionally, addressing legal and contractual considerations and planning for post-launch support are vital to ensure a smooth and successful collaboration. This preparation empowers non-technical founders to effectively communicate their needs and work seamlessly with their chosen tech agency.Visit our site to get more details about this. Contact us today www.ishtechnologies.com.au
What to do when you have a perfect model for your software but you are constrained by an imperfect business model?
This talk explores the challenges of bringing modelling rigour to the business and strategy levels, and talking to your non-technical counterparts in the process.
Consistent toolbox talks are critical for maintaining workplace safety, as they provide regular opportunities to address specific hazards and reinforce safe practices.
These brief, focused sessions ensure that safety is a continual conversation rather than a one-time event, which helps keep safety protocols fresh in employees' minds. Studies have shown that shorter, more frequent training sessions are more effective for retention and behavior change compared to longer, infrequent sessions.
Engaging workers regularly, toolbox talks promote a culture of safety, empower employees to voice concerns, and ultimately reduce the likelihood of accidents and injuries on site.
The traditional method of conducting safety talks with paper documents and lengthy meetings is not only time-consuming but also less effective. Manual tracking of attendance and compliance is prone to errors and inconsistencies, leading to gaps in safety communication and potential non-compliance with OSHA regulations. Switching to a digital solution like Safelyio offers significant advantages.
Safelyio automates the delivery and documentation of safety talks, ensuring consistency and accessibility. The microlearning approach breaks down complex safety protocols into manageable, bite-sized pieces, making it easier for employees to absorb and retain information.
This method minimizes disruptions to work schedules, eliminates the hassle of paperwork, and ensures that all safety communications are tracked and recorded accurately. Ultimately, using a digital platform like Safelyio enhances engagement, compliance, and overall safety performance on site. https://safelyio.com/
Project Management: The Role of Project Dashboards.pdfKarya Keeper
Project management is a crucial aspect of any organization, ensuring that projects are completed efficiently and effectively. One of the key tools used in project management is the project dashboard, which provides a comprehensive view of project progress and performance. In this article, we will explore the role of project dashboards in project management, highlighting their key features and benefits.
Top Benefits of Using Salesforce Healthcare CRM for Patient Management.pdfVALiNTRY360
Salesforce Healthcare CRM, implemented by VALiNTRY360, revolutionizes patient management by enhancing patient engagement, streamlining administrative processes, and improving care coordination. Its advanced analytics, robust security, and seamless integration with telehealth services ensure that healthcare providers can deliver personalized, efficient, and secure patient care. By automating routine tasks and providing actionable insights, Salesforce Healthcare CRM enables healthcare providers to focus on delivering high-quality care, leading to better patient outcomes and higher satisfaction. VALiNTRY360's expertise ensures a tailored solution that meets the unique needs of any healthcare practice, from small clinics to large hospital systems.
For more info visit us https://valintry360.com/solutions/health-life-sciences
The Key to Digital Success_ A Comprehensive Guide to Continuous Testing Integ...kalichargn70th171
In today's business landscape, digital integration is ubiquitous, demanding swift innovation as a necessity rather than a luxury. In a fiercely competitive market with heightened customer expectations, the timely launch of flawless digital products is crucial for both acquisition and retention—any delay risks ceding market share to competitors.
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