Case Management in Salesforce – Case Management Implementation

The ultimate goal of every service business is to create a satisfying experience for its customers by promptly and effectively addressing their concerns. A case management system is essential for reaching this goal. Despite the fact that the term “case management” can have a varied meaning in different settings, this manual will offer help with every step of the process, from initial setup to ongoing optimization.

You’ll find links to the materials you need to learn the fundamentals of case management, which will make your clients (and agents) very pleased.

Introduction to Case Management

Take a look at these materials to learn more about case management and how it relates to your Service Console before you begin developing your case management process.

Foundations of Service Cloud

Learn the ropes of the Service Cloud ecosystem with this introductory Trailhead course. In this lesson, you’ll learn the big picture of how to leverage Service Cloud’s various features to address and solve client issues efficiently.

Sales Cloud Customers: Service Cloud Agent Experience

Explore the Service Console in great detail to discover what the agent sees as they work. Learn how to use the features of the Service Console’s case record viewer from the “agent’s perspective” with this Trailhead lesson.

Sales Cloud Customers:  Set Objectives and Measure Success

Before you begin configuring your cases, this Help & Training article will guide you through activating the fundamental capabilities of Service Cloud and enabling the necessary support settings.

Establish Premises

Service Cloud relies heavily on cases. In order to keep tabs on and fix customer issues, you can use cases, which provide you a 360-degree perspective of the client. Use these helpful tools to study case management, how to design a process to back up cases, and the best methods for putting them into action.

Cases Must Be Created And Handled

Learn how to define cases for your support team with the guidance of this Help & Training article. Discover how to develop and handle cases, from gathering necessary information to keeping the client informed to the ultimate step of closing the case. Find out how to activate case teams as well, so that multiple agents can collaborate on a single case.

Make a plan for handling cases requiring assistance.

If you want to boost productivity, it’s time to take action and revamp your team’s approach to handling cases. Step-by-step instructions on establishing a case support procedure through the use of case record types are provided in this Trailhead endeavor. Once cases have been generated, this guide is a fantastic resource for learning how to divide them up into their component parts.

Documentation for Putting Together a Case Management System

In order to keep track of all of your cases in one convenient location, use this manual to learn how to set up, personalize, and activate the most helpful case features.

Automation of Cases

In order to guarantee the quickest and most correct resolution of customer issues, it is important to automate the distribution of cases within your service organization. The links below provide information on the tools available to automate case characteristics such as routing, assignment, escalation, and rule creation.

Automatically Handling Legal Matters

Queues, assignment rules, escalation rules, and auto-response rules are all examples of automation tools that are explained in detail in this Trailhead lesson. Look at use cases to determine which technologies will work best for your business. None of these tools require coding to set up.

Service Flow in Salesforce

It’s possible that your agents would benefit from having a clear set of steps to take in order to rapidly address typical issues. Learn how Salesforce Flow for Service can automate and deploy actions when an agent clicks a step by completing this Trailhead module.

Order and Procedure

Learn how to prioritize, distribute, assign, reply to, and escalate case records using a combination of case rules and queues by consulting this Help & Training article.

Establish Delegation Procedures

You can specify which user or queue receives the case and how it should be prioritized using assignment rules. Check out this training and support article to learn more about creating criteria that can be used to determine how a case is handled and assigned to the most qualified agents.

Create Rules for When to Take Action

There are predetermined conditions in the admission rules that trigger an automatic escalation of instances that fulfill those criteria. A service provider must have the option to tailor these regulations to their specific operations. Read this article from our Help & Training section to discover the basics of setting up your escalation rules.

Improve Your Results Using Case Management

Consider technologies that can push you beyond automation and optimization once you’ve reached a comfortable level in your case management journey. The following links will direct you to more information on how to use Entitlements to enforce SLAs with your top priority clients and how to use Milestones to add time-dependent elements to your support process. You can teach your agents how to use Omni-Channel to view their capacity and workload in real time and to route cases based on their expertise.

Define Rewards and Objectives

This on-demand recording was presented by a Salesforce Certified expert, and it will teach you how to design, enforce, and measure customer service levels as part of your support management process using the Entitlements tool.

This document provides a checklist for establishing entitlement management.

Make use of this checklist to verify that your Entitlement Management implementation addresses your organization’s specific demands and back-end procedures.

Lightening Experience Through All Channels

In this Trailhead course, you’ll learn how to use Omni-Channel, a system that connects consumers in need of assistance across a variety of channels—including email, chat, messaging, and voice—to the best person to handle their inquiry.

The Complete Channel Administrator’s Reference

Everything your administrators need to know about setting up and personalizing Omni-Channel. Find out how to integrate Omni-Channel with your current chat systems and learn from best practices.

Additional Resources for Case Administration

Is there anything else in Salesforce except case management that can help your agents out? Take a look at these time- and effort-saving tools designed to boost agent productivity.

Productivity of Service Cloud-Based Agents

The search is over if you’re trying to figure out how to provide your agents access to even more resources. Learn how to maximize your team’s efficiency with time-saving shortcuts like quick text and macros by completing this Trailhead lesson.

Labeling the Einstein Case

Smarter choices can be made with the help of data provided by predictive intelligence. In this Trailhead lesson, you’ll learn how artificial intelligence (AI) is being used to streamline case data for your support team.