8 STEPS TO BUILDING A WORLD-CLASS CUSTOMER SERVICE TEAM ON SALESFORCE - IN 30 DAYS
MATCH CASES TO YOUR BEST AVAILABLE SERVICE AGENT BASED ON SKILL-SET, LOCATION AND OTHER ATTRIBUTES
A case which is processed by a service agent who has good knowledge of the product or service in question will have a better chance of being resolved quickly that one than one that does not. That’s why it’s so important to match cases to suitably-qualified service agents as soon as possible.
Q-assign matches the right case to the right agent at the right time – automatically. It analyzes each case as it comes into the business, noting attributes such as product, location, language and complexity. It can also score, rank and prioritize each case. Then it utilizes dynamic assignment rules to scan through all available agents, find the best match and assign the case.
By monitoring and managing the skills, experience, location and languages of each service agent in a team, managers are able to fine-tune and continuously improve their case assignment systems, ensuring that it is fully optimized for maximum throughput, productivity and overall performance.
Q-assign, the world’s most powerful lead & case assignment app, is 100% native to Salesforce and is helping Salesforce organizations around the world to completely re-build and re-motivate their sales and service teams. Q-assign has a 5-star rating on the AppExchange.