Q-assign for Salesforce

8 STEPS TO A STATE-OF-THE-ART SERVICE TEAM

STEP 7:  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.

STEP #8 – Reduce and simplify assignment rules

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.

GET HELP WITH AUTOMATED CASE ASSIGNMENT

Q-assign for Salesforce, our powerful case assignment app, is available to download on a FREE 30-day trial from the AppExchange.  We offer a FREE Consultation and a FULLY MANAGED POC*.  Contact us today for a demo and an informal chat about your use case.
*POC – Proof Of Concept

Technical Questions?

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THE 8 STEPS

Introduction
8 Steps to creating a state-of-the-art Service team on Salesforce (in 30 days)
  1. Assign cases automatically in Salesforce
    Shorten response times, increase productivity & performance, reduce manual tasks
  2. Prioritize urgent & SLA-bound cases
    Assign most important cases to best available agents to optimize results
  3. Automate case load-balancing
    Balance agent workloads automatically using load points, scoring, weightings, caps & case quotas
  4. Assign cases to logged-in agents only
    Assign only to available agents to increase throughput and overall performance
  5. Automatically escalate difficult cases
    Where a case becomes difficult and hard to resolve, automatically notify or escalate to managers or supervisors
  6. Re-assign cases waiting in queues
    Where a case is queuing longer than X minutes, re-assign automatically to another agent
  7. Match cases to agents on skill & experience
    Increase conversion rates, throughput & performance by matching lead attributes to rep capabilities
  8. Reduce & simplify assignment rules
    Empower managers, break the dependency on IT, reduce Salesforce overheads
Once in a while you come across a solution that meets your exact needs, and does not cost a fortune. This is one of those few.  We were able to see immediate ROI after the first day of using this, in the form of man hours saved for lead allocation and management.
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