Q-assign for Salesforce
8 STEPS TO A STATE-OF-THE-ART SERVICE TEAM
STEP 2: PRIORITIZE URGENT CASES, INCLUDING THOSE BOUND BY SERVICE LEVEL AGREEMENTS (SLA’S)
In a rudimentary case assignment system, cases are often assigned by round-robin distribution, with each new case being assigned to a service agent in turn. This can work well in smaller teams, but in high volume environments it can wreak havoc. At busy times, queues can build up, and any cases that are particularly urgent, including those bound by SLA agreements, can be stuck in queues, waiting for an agent to be freed up.
In a high-performance team it makes sense to identify and prioritize urgent cases as soon as they arrive. An intelligent assignment app, like Q-assign, can do just that. Cases which are time-sensitive and/or SLA-bound can be identified immediately and routed to the best available agent (or a dedicated team) – instantly.
By prioritizing urgent cases, penalty clauses in SLA agreements can be avoided and, perhaps more importantly, team performance and customer satisfaction ratings can be boosted significantly.
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.