Rapid7
The visibility, analytics, and automation delivered through Rapid7's Insight cloud simplifies the complex and helps security teams reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks.
Their support is exceptional. Any time we've had any questions, there's always been a response within a few minutes. I continue to be impressed.
Customer snapshot- Account
- Rapid7
- Industry
- Hi Tech
- Employees
- 3000 employees
- Department
- Service
- Products
- Q-assign
CHALLENGES
Load-balanced Case Distribution
Evenly distribute cases according to product & severity
Empowering Managers
Empower managers by enabling them to manage/adjust rules themselves
Hard-to-manage Assignment Rules
Eliminate hard-coded assignment rules and process builders
SOLUTION
Deployed skills as Agent attributes
Using Q-assign's custom object to assign product and severity skill sets to the support agents.
Created dynamic virtual teams
Creating dynamic virtual teams that allows each manager to control the flow cases within their team.
Point & click configuration for managers
Q-assign's point and click solution removes the need to engage Salesforce administration resources.
RESULTS
Shaved 4 days off time to resolution, by making "smarter" routing decisions.
Vastly improved ability to respond to the changing business needs.
See how others orchestrate complex Salesforce workflows
See orchestration in action.
Book a 30-minute session. We will map one of your workflows and show where orchestration would change the outcome.