Customer Service Project Case Study

In this post Jasmin Ashley, a senior functional Salesforce consultant, shares a case study of using Salesforce to improve customer service by implementing a case management solution, including email to case, queues and omni channel routing. The project goal was to create a case management solution using email to case and Omni channel routing. All cases feeding through from one email address and routed to the appropriate business team to… Read More

Customer Service Project Case Study

Work Orders in Salesforce (Spring’16 Release)

If you have had a requirement to track field service in Salesforce, up until recently, you had two options: create a custom solution, or implement an AppExchange solution such as ServiceMax. Now, with the recent Spring’16 release, Salesforce have added the beginnings of a field service solution. The initial functionality is centered around Work Orders. Work Orders is the central object used to track repairs, perform maintenance activities and other… Read More

Work Orders in Salesforce (Spring’16 Release)

Routing work with Salesforce Omni Channel

In the Winter 16 release, Salesforce has introduced a new feature – the Omni-Channel, which is based on a principle of getting work to the right person at the right time. It helps put rules in place to allow the system to determine the importance of work items, and pass it on the right person who is available.  Salesforce Omni Channel is built on 4 Functional Blocks: Image Courtesy: Salesforce… Read More

Routing work with Salesforce Omni Channel

Getting Started with Salesforce Entitlements

When a customer calls and requests support, how does a business know if and what level of service they are entitled to? Or what if service is only provided on certain products? Service could be provided for a certain period (e.g. a warranty) and then a customer must pay for service beyond the warranty period. It could also be that customers can purchase extended warranties or service contracts that may… Read More

Getting Started with Salesforce Entitlements

Salesforce Case Management

In most every company which prides itself on taking care of its customer base to the fullest, the Salesforce native functionality of Case Management goes hand in hand with customer success. The departments in an organization that deal with customer service, product support, issue resolution and service requests can all benefit from utilizing the case management functionalities; and related automation options; within Salesforce. As described in Salesforce Service Cloud Overview … Read More

Salesforce Case Management