Customer Service in Salesforce: Managing Cases Effectively

Customer Service in Salesforce:

Managing Cases Effectively
Chad Meyer
Dec 11 2013

© 2013 Internet Creations. All rights reserved.

“There is only one boss. The customer. And he can fire
everybody in the company from the chairman on down simply by
spending his money somewhere else.”
-- Sam Walton


About Us
●

Customers of all sizes
throughout the world

●

One of America’s
fastest-growing companies

●

IT Support

●

Salesforce in 2004 (Supportforce)

About You
●

Who is familiar with the service capabilities of Salesforce?

●

Who is already running their customer service out of
Salesforce?

●

How many people think their customer service
implementation is optimal?


Why Customer Service?
●

Customers have strong voices

●

Company culture of service

●

Impacts everything


Cases in Salesforce
●

Consistency

●

Analytics and Reporting

●

Efficient business processes


Standard Salesforce Functionality


Standard Automation
●

Auto-Responses
●
●

●

Set expectations with your customers
Vary by Entitlement Type

Assignment Rules
●

Distribute Cases optimally

●

Don’t spam your users


Standard Automation
●

Escalation Rules
●

Measure time based on...
●
●

●

Age since opened
Age since last modified

Filter on...
●

Entitlements (eg. Basic vs Premium Support)

●

Case Priority

●

Account fields (eg. Critical Account)

Workflow
●

Can change Case Status based upon inbound and outbound
Emails and Case Comments

●

Time-Based Email Alerts and Field Updates on Inbound
Email Message or new customer comments

●

Cross-object


Case Teams and Contact Roles
●

Many-to-many support

●

Which should I choose?
●

Integration with workflow

●

Impact on sharing and
security


Entitlements and Milestones
●

Complex SLAs

●

Per-Incident Support

●

Named Contacts


Analytics (KPIs and Auditing)
●

Data Quality

●

Initial Response Time

●

Case Age and Time to Close

●

Time with Customer vs
Time with Support


Save clicks, time, and $. And make your
users, customers, execs happy.


CronSights Handle Time Metrics
●

Measure actual handle times

●

Identify bottlenecks

●

Deliver metrics


Case Flags
●

Prioritize Cases needing attention

●

Eliminate Case neglect

●

Measure Time
●

"Initial Response"
(even in business hours)

●

By Case Owner

●

By Case Status

Email to Case Premium
●

History (Java Agent and S-Control)

●

Inbound communication
●
●
●
●
●

Auto Create new Contacts
Email Loop Protection
Inbound emails create clean Case Comments
Email Distribution
Supports Leads

Email to Case Premium
●

Outbound Communication
●
●
●
●
●
●

Add a comment
Send an Email
Add attachment(s) (drag and drop)
Update fields
Add To, CC, and BCC Recipients with type-ahead search
Canned Comments with Merge Fields

Merge and Split cases
“These apps encourage behaviors that
people should do anyway, but don’t
because they’re too hard.”

Case Merge Premium
●

Enables authorized users to find duplicate cases and merge
them together
●

Reduces handle time

●

Improves customer experience

●

KPI accuracy


Case Merge Premium


Case Split
●

Split unrelated issues into new Cases
●

Protect integrity of usage-based entitlements

●

Reduces Handle Time because communication threads are shorter
and easier to follow

●

KPIs, including time-to-close, become more precise


Case Split


Simple Survey
●

Receive higher than usual response rates with 1 click surveys

●

Generate service ratings and optionally request comments

●

Fully extensible with workflow, reporting, and Apex


Simple Survey


Hoopla
●
●

●
●
●

Gamification
Display virtually any Salesforce data on a big screen TV, for
all to see
We display "Cases Needing Attention"
Display KPIs like Initial Response and CSat Leaderboards
Fireworks when someone receives a “10”


Hoopla


Free Apps


Take Ownership for Cases
●

Reduces the number
of clicks from 5 down
to 1 by adding a
custom button to the
Case Page Layout.


Change Case Ownership Plus
●

Assign ownership of
Cases faster & save clicks
●

Automatically transfer
open activities

●

Allows original case owner
to maintain visibility


Add Me as Case Team Member


Screenr for Salesforce
●

Enable customers to easily record their issue

●

Show a customer how to fix their issue

●

Streamlined integration with Cases coming soon!


Thank you
●

100+ reviews on the AppExchange

●

#1 Salesforce app for Agent Productivity

●

#3 Salesforce app for Customer Service

●

4 of the top 5 rated Salesforce apps for Agent Productivity

●

4 of the top 10 rated Salesforce apps for Customer Service


Q&A

Photo credits
●

“Sam” by Janice Waltzer
●

●

“Customer Care Agents” by bloomsburys
●

●

http://www.flickr.com/photos/adriansnood/with/5215181016/

“Motion Gears - Team Force” by ralphbijker
●

●

http://www.flickr.com/photos/natalielucier/

“Escalators at Canary Wharf” by Adrian Snood
●

●

http://www.flickr.com/photos/48086813@N03/

“Jumping” by Natalie Lucier
●

●

http://www.flickr.com/photos/pixelpackr/

http://www.flickr.com/photos/17258892@N05/2588347668/

“Alarm Clock 2” by Alan Cleaver
●

http://www.flickr.com/photos/alancleaver/4293345629/

Customer Service in Salesforce: Managing Cases Effectively

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