Gather Insight An agent works the case, reviewing account information such as entitlements and activity history.
Find Solutions The agent can quickly solve the case using suggested solutions from the knowledgebase.
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Streamline Your Case Resolution Process
Make sure your service and support organization operates with maximum efficiency and accuracy. Streamline complex customer service processes, automate workflow, and increase service quality and consistency.
How does Salesforce CRM help Customer Service & Support Teams?
2008 Product of the Year
2008 Pioneer Award
2007, 2008 Innovation Award
2006, 2007 Product of the Year
Case Closed The agent communicates the solution over the phone uses an email template and closes the case.
Customer Portal The customer has 24/7 self-service access to their case history, the knowledgebase, and the online community through the customer portal.
Cases by Type
Cases by Source
Cases by Customer
Case Volume
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Your Customer Has a Question • Technical Support • Billing Question
Log a Case Online
Case Deflection With the customer portal, you can set it up so the customer receives a suggested solution before submitting a case CTI Integration (optional) The customer’s information automatically pops up for the support rep
2007 Product of the Year
2007 Service Elite Award
Streamline Your Service and Support Organization
Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, Web, and chat.
Service and Support
Process Maps
Funnel Cases from Disparate Customer Touch Points
Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, the Web, and chat.
Call Sales
Log a Case Manually
• “While I have you on the phone…” The salesperson creates a case on behalf of the customer •” I don’t know who to call but…”
Customer Logs a Case When a customer has a problem, they can log a case online or call your support team.
Case Is Routed Cases can be automatically routed to a queue based upon business rules.
• Customer Portal • Web-to-Case
Call Support • Press 1 for Support • Press 2 for Billing
Case Is Created
• Feature Request
• Updated Account Info Email Support • support@ • billing@ Email-to-Case (optional) You can setup email-to-case so that a case is automatically created baቤተ መጻሕፍቲ ባይዱed on an incoming email.