After completing this unit, you’ll be able to:
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. Service is easier, faster, and better with a little automation.
Maria checks out a few of the main case automation tools. She notices automatically is the key word.
Queues | Automatically prioritize your support team’s workload by creating lists from which specific agents can jump in to solve certain types of cases. |
---|---|
Assignment Rules |
Automatically assign incoming cases to specific agents so that the right people work on the right cases. |
Escalation Rules |
Automatically escalate cases to the right people when the cases aren’t solved by a certain time. |
Auto-Response Rules |
Automatically send personalized email responses to customers based on each case’s details. |
Based on what the tools can do, Maria jots down some questions to ask Ursa Major Solar’s service team. The answers determine which tools Maria uses to automate case management.
Question | Answer | Tool |
---|---|---|
Do support agents work as a team on specific issues? |
Yes, some agents work off a list of emails as they arrive from customers. |
Queues |
How is the support team structured? |
We have Gold and Platinum support teams. Platinum support shares a workload. |
Queues or Assignment Rules |
Do support agents work on specific products or have special skill sets? |
Some agents work on solar panel installation while others work on solar panel performance. |
Assignment Rules |
Do cases need to escalate to someone if they’re not solved by a specific time? |
Yes, we can’t have customers waiting more than 5 hours to get their issues solved. |
Escalation Rules |
Should customers receive automatic responses? |
Yes, we want customers to know that we received their issue and that we care about them. |
Auto-response Rules |
Based on Maria’s case automation planning, she knows that the Platinum Support team shares a workload of incoming cases. These cases are from customers who pay extra for the best service. To help these agents find and work off this list of cases from high-priority customers, Maria creates a queue. Here’s how she does it.
While planning for case automation, Maria learns that she can assign incoming cases to one person, groups of people, or even queues. Since some support agents at Ursa Major Solar work on solar panel installation, she creates an assignment rule so that any case with a reason that includes “installation” is automatically assigned to them. This is what she does.
Now any cases about installation issues are automatically assigned.
When planning case management with the service team, Maria learns that certain cases need to escalate to the right person within 5 hours. A lingering customer case can ruin a big deal or tarnish Ursa Major Solar’s brand. Just like assignment rules, Maria can use escalation rules to specify criteria that automatically triggers an action on a case. For case escalation, she uses her org’s default business hours, which simply means the service team is available 24-hours a day, 7 days a week. She can change Business Hours later from Company Settings in Service Setup. Here’s how Maria sets the rule.
Now any cases that haven’t been closed in 5 hours are assigned to the right person.
From Maria’s case automation planning, she knows the service team wants customers to receive a confirmation when their case is received. With auto-response rules, she can make sure each Ursa Major Solar’s customer knows that their voice is heard. She sets up response rules so that customers are automatically sent a personalized email when they reach out for help. Here’s how she does it.
With basic case automation complete, the service team at Ursa Major Solar is looking forward to easier, faster service. But Sita and Roberto want to make the most of their Service Cloud investment. They wonder what other case management tools the team can use in the future.
Maria looks into more case management options. She jots down these discoveries to share.
Page Layout Editor | Customize a case page’s contents, like the fields and buttons that appear on the page, along with what is visible to whom. Additionally, customize the structure of the page, and the position of its components, with the Lightning App Builder. |
---|---|
Email Templates |
Create email templates to save time and standardize communications sent to customers from cases. Automate information on emails with merge fields. Templates are automatically available to anyone in the org. |
Entitlement Management |
Provide the correct level of support for customers. Define, enforce, and track service agreements and service contracts as part of an overall support management process. |
Omni-Channel |
Manage support agents’ priorities and their capacity to take on work items so that they’re given only the number of assignments that they can handle. Route all assignments to the correct agents so that they no longer have to choose work assignments manually from a queue. |
Macros |
Help support agents automatically complete repetitive tasks on cases, such as selecting the right email templates, so that they can spend time doing more important things. |
Quick Text |
Create predefined messages for support agents, like greetings, answers to common questions, and short notes to insert in cases, emails, web chats, and more. Save time and standardize on messaging to customers. |
Utilities |
Give support agents quick access to productivity tools, like notes, history, softphones, and more in the footer of the console. |
Sita and Roberto want to explore some of these tools when they return to the case management stage of their service journey. But for now, they’d like to jump ahead to the basics of digital engagement.
Click to return to the unit on Trailhead to access your challenge and proceed to the next step.