There are a growing number of organisations beginning to use Salesforce as a ticketing system for their helpdesk support requests. This makes a lot of sense in the fact that most company employees will have their own Salesforce login and the CRM platform will already hold a lot of useful information around customer accounts. Our latest blog aims to look at how Salesforce should be setup to effectively manage urgent & problem helpdesk tickets.
A busy Salesforce organisation often has thousands of Salesforce Cases which need attention, sometimes on a daily basis. With so much going on, employees may not have time to get to everything and important cases within Salesforce may be de-prioritised – or even worse, forgotten altogether. One clever automated solution to this problem is setting escalation rules in Salesforce.
As a Salesforce AppExchange Partner, we are continually asked if there is a better solution than email to case and why should Salesforce admins take the time to configure email to case. This blog talks through the primary benefits of email to case and shows how organisations can take their existing configuration one step further.