The Salesforce case object is the main object of Salesforce Service Cloud and a case typically represents a customer’s issue, question, or feedback and its resolution process. So the main thing is to store information related to each issue, and the different steps needed to solve the issue. Among all the standard objects, cases are probably the object that offers the biggest number of standard features that can be used.

In this article, CloudVandana is exploring the case object and its features.

1. Identify The Appropriate Service Channels

During the setup cases in the Salesforce org, the main focus area should be on which service channels are going to be offered to the customers. It is the origin of the support requests that convert into Salesforce cases. Salesforce offers a huge number of features that allow connecting different channels for customers to submit requests that appear in the Salesforce org as cases web, email, messaging, phone, chat, and social media.

Customers expect to be available on their preferred channel, so selecting the right service channels available is not an easy decision.  As there are a number of factors to be taken into account, such as company budget, sales volume, type of products or service sold, type of customers, the most common reasons for customers to contact, and so on.

For example, setting up web-to-case, i.e. connecting a webform with Salesforce so that customers can enter the details of their support request, is generally preferred over receiving an email. On the information server, customers should provide all the information to solve the case. Though Email-to-case is preferable to capture cases when a new business gets set up, as the Salesforce expert might not be so familiar with the type of issues that can be arisen from the customers.

2.Self Service With Communities

By initiating a community, a Salesforce Professional can give the customers restricted access to the Salesforce org, so that they can perform certain actions directly on the platform. Giving access to the customers to log and track support requests will help service agents to get the data they need from the beginning, reducing the case resolution time and the likelihood that customers contact asking the status of their support request.

Communities can enable customers not only to create cases directly in Salesforce but also to resolve them by themselves by checking the content displayed in the case deflection component. This component searches the text as it is being entered into the case fields and returns relevant information and discussions. This feature influences self-service and increases case deflection because if customers do not find an answer to their question, they will create a case.

3. Put Each Agent On The Right Case

If an organization is planning on implement several service channels in the Salesforce org, Omni-channel is the best solution to ensure cases are routed to the right agent. Omni-Channel can be configured to route cases based on Queues or Skills, taking into account the number and type of cases assigned to every agent and their availability. Omni-Channel also offers functionality for managers, supervisors, which displays real-time operational metrics.

4. Team Collaboration

In some cases, more than one Salesforce user might be required to solve a support request. For example, depending on the entanglement of an issue a Salesforce expert might need a support agent, a support manager, and a product manager. In such cases,  Case Teams are useful features for the organization.

Case Teams enable team members for several functions like read-only or read and write, to a specific case record. 

5. Agent Guidance Through The Service process

There are lots of productivity tools that can be set up to support agents to be as efficient as possible.

  • Email Templates
  • Mass Quick Actions
  • Quick Text
  • Macros

One of the most interesting productive features is Screen flow for customer service. Screen Flows allows collecting information from Salesforce users through a set of screens. Even if the company does not need to follow specific safety, regulatory, or compliance steps during the case resolution process, screen flows can be useful to simply ensure agents do not skip any steps. As a result, the service quality gets improved.

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