Q-assign for Salesforce

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Q-ASSIGN FOR SERVICE CLOUD

CASE ASSIGNMENT SOLUTIONS FOR THE SALESFORCE ENTERPRISE

Transform productivity and performance across your Service teams by deploying Q-assign, the most advanced case assignment app on the Salesforce AppExchange

Match cases to the best available agent. Assess case attributes automatically and match to the best agent on skill-set, experience, location, language and much more.

Assign cases to the first available agent. Minimize or even eliminate queues by automatically assigning to the first agent that becomes available.

Prioritize urgent cases. Identify SLA-bound cases automatically. Prioritize them and assign to a specialist agent or team for immediate attention.

Automatically reassign neglected cases. Create alerts for cases that have been left unattended for X minutes or hours. Reassign them automatically.

salesforce case routing performance manager

CASE ASSIGNMENT CHALLENGES – SOLVED

PRIORITIZE URGENT CASES

Ensure the most urgent cases, including SLA’s, are always prioritized and assigned to best available agent

ASSIGN TO FIRST AVAILABLE AGENT

If queue-times are a problem, assign to the first available agent rather than waiting for a perfect match

MATCH TO BEST AVAILABLE AGENT

Where a case requires specialist knowledge or experience, identify the best qualified agent and assign it instantly

ROUND-ROBIN CASE ASSIGNMENT

Distribute cases to service agents on a round robin basis. Add weighting and load-balancing to maximize productivity

CASE SCORING / POINTS-BASED ASSIGNMENT

Ensure cases are assigned to service agents according to case-scoring and points-based match-ups

MATCH BY SKILL, LOCATION OR EXPERIENCE

Automatically assign cases according to skillset, experience, location or language.

RE-ASSIGN NEGLECTED CASES AUTOMATICALLY

If cases remain neglected for X minutes, re-assign them automatically to an alternative agent

INTRODUCE CAPS, QUOTAS AND WEIGHTINGS

Manage the number of case per agent per day/week/month and cap the total number

MONITOR LIVE AVAILABILITY & STATUS

Monitor and manage service agent availability. Manage out-of-office and sickness scenarios automatically

REQUEST YOUR FREE ASSESSMENT

Tell us about your case assignment headaches and we will come back to you with some tried and tested suggestions

OUR HIGH-PERFORMANCE CUSTOMERS

We are thrilled to have a stellar portfolio of A-list customers. They all have one thing in common. They are forward-thinking. These are the companies that appreciate the business-critical nature of workforce effectiveness. Instantly matching leads to the best available sales rep has a dramatic impact on conversion rates and revenue. Distributing customer cases to service agents with pinpoint precision can transform CSAT ratings. Deploying intelligent automation apps can revolutionize your business. These customers get it.
Please email us at hello@ortooapps.com if you have any questions

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