CASE ROUTING SOLUTIONS FOR THE SALESFORCE ENTERPRISE
Increase case throughput, slash time-to-resolution and improve overall team performance by routing the right case to the right service agent at the right time – with a dynamic case routing system.
Q-assign delivers precision case routing solutions to high-volume Service teams. Q-assign is a native Salesforce case routing app which can intelligently route both cases and custom cases (in fact, any Salesforce object) to your best available service agent using dynamic case assignment rules. Route cases via weighted round robin, load-balanced or points-based distribution. Match cases to agents based on workload, agent availability, skills, experience, product, certifications, language, location or any configurable attribute.
DYNAMIC CASE ROUTING
ROUTE TO RIGHT AGENT
FEATURES AND USE CASES
PRIORITIZE URGENT CASES
Ensure the most important cases are always prioritized and assigned to best available service agent
ASSIGN TO FIRST AVAILABLE AGENT
If queue-times are a problem, route cases to the first available service agent instead of waiting for a perfect match
ROUTE TO BEST AVAILABLE AGENT
Where a Lead requires specialist knowledge or experience, identify the best qualified sales rep and assign it instantly
ROUND-ROBIN CASE ASSIGNMENT
Base your Salesforce case routing system on a simple round robin. Then add weightings to optimize productivity
CASE SCORING / POINTS-BASED ASSIGNMENT
Ensure cases are routed to service agents using a case-scoring and/or point-scoring system
MATCH BY TERRITORY OR TIME-ZONE
Automatically route cases according to country, region, time-zone or zip code
RE-ASSIGN UNATTENDED CASES AUTOMATICALLY
Reassign any Case which has been untended for X minutes. Reassign to best available agent
USE CAPS, QUOTAS AND CASE WEIGHTING
Control the number of cases per agent per day/week/month and cap the total number
MONITOR LIVE AGENT AVAILABILITY
Monitor and manage service agent availability. Manage out-of-office and sickness scenarios automatically
STRUGGLING WITH SALESFORCE CASE AUTOMATION?
GET YOUR FREE CONSULTATION
We’d be delighted to jump on a discovery call to discuss all your challenges around lead and case management (or, in fact, how to automate any Salesforce object – including custom objects).
We offer free consultation, with no strings attached. Fancy a quick chat?