Use Cases » Advanced Routing of SLA-Bound Cases

Advanced Routing of SLA-Bound Cases

Key accounts with SLA agreements need a prioritized response. So, how can we manage SLA-bound Cases in Salesforce? Q-assign, a powerful and native Salesforce app, can detect whether a case is bound by SLA terms and, if so, can route it to the most appropriate available agent or team. It can also be configured to re-assign or escalate Cases if they haven’t been attended to within a pre-determined time-frame.

THE CHALLENGES

Prioritize according to SLA

Prioritizing SLA-bound Cases in Salesforce is critical to the success of any customer service or support function. Time-sensitive Cases need to be identified and matched to an appropriately equipped agent, one who has the skills and experience to resolve it and to close it down as quickly as possible. Dealing with SLA’s efficiently is a key element in driving a positive customer experience and is generally reflected in C-Sat ratings. Ultimately, being in a position to process SLA-bound Cases effectively will have a dramatic impact on the profitability of any organization.

Re-assign or escalate “at-risk” cases

Routing SLA-bound cases to agents in a timely fashion is all well and good but it doesn’t always mean they can be responded to immediately.  Any given agent might already be working on a complex Case or it may well be that all the agents in the relevant team are busy. There are multiple reasons why an urgent Case might be left in limbo, including human error or equipment failure. In these instances, intelligent assignment rules can save the day by re-routing Cases to alternative agents or escalation teams based on a set period of inactivity.

Minimize Case hand-offs

Although Cases can be automatically assigned to individual reps & agents, this doesn’t always stop them being traded amongst team members or passed on to other teams. This has the potential to cause confusion. Each time a case is passed along you run the risk of an agent failing to pass on all the pertinent information and wasting time while a new agent gets up to speed. In a perfect world you will always want to match Cases to the best available team member first time, every time, to ensure that SLA’s are met and customers are consistently delighted.

THE SOLUTION

Automatically assign Cases or support requests to your best available agent, matching case complexity and urgency to agent capability and other attributes. Supports any Salesforce object, including Lead, Opportunity and custom objects.

  • Assess Case effort & SLA target
  • Match on skill & experience
  • Time zones, availability & OOO
  • Dynamic workload balancing
  • Live & dynamic agent availability
  • Re-assign/escalate automatically
  • Detect which agents can complete within shift

COMMON APPLICATIONS

Global “follow-the-sun”

Customer service teams

Cancellations department

Support centers

Help desks

Field engineers

What’s Your Use Case?

Every use case is different and we’d love to hear about yours. Tell us what Salesforce challenges you are experiencing and, ultimately, what you’d like to achieve and we’ll see if we can’t help you craft a rock-solid solution.