Cases
Overview
Cases are at the core of the Salesforce Service Cloud product. They are used to manage and track inquiries, issues, or requests from both internal and external sources.
How Are Cases Used?
Track requests, issues, service tickets and more related to an Account or Contact in Salesforce. They are integral to the user experience of Service Cloud, akin to the importance of Leads and Opportunities in Sales Cloud. Out of the box Salesforce provides unique features like Entitlements and Milestones to ensure SLA adherence and drive accurate resolution timelines with support reps.
What is the Benefit?
Customer Satisfaction
By systematically tracking issues support teams can resolve customer inquiries efficiently. The ability to monitor and enforce SLAs ensures timely responses and resolutions. Cases can also be linked to knowledge articles which align agents with organizational best practices and suggested solutions. Customers can access self-service options which can reduce the load on support teams.
Improved Case Management
Cases provide a centralized platform for logging and managing customer issues. Automated distribution and escalation processes ensure that the right team members are alerted at the right time time. Multiple agents can view and update Cases which reduces the opportunity for bottlenecks.
Scalability
The Architecture of Case management in Salesforce allows the system to scale in volume and complexity with your business.
Who is Impacted?
Customer Service Reps
Reps utilize case features and functionality to better track, prioritize and service customers.
Support Managers
Through a full suite of features like reports, dashboards, entitlements, and milestones managers can monitor case metrics, analyze performance, and ensure that service level agreements (SLAs) are met.
Sales Teams
Insight from customer tickets allows sales teams to tailor approaches/communications with existing customers during expansion and renewal sales cycles.
C-Suite
Executives use high-level insights to make strategic decisions about product development roadmaps, business strategy and resource allocation.