Service Desk Automation in the Salesforce Enterprise

Enterprise-level service desks are complex, high pressure environments, where the delivery of an exceptional customer experience is an absolute pre-requisite. Time is money, so how can global organisations enable service desk automation, to ensure that the right case is routed to the right agent, in the right place, at the right time – every time?

Use Cases » Service Desk Automation in the Salesforce Enterprise
Enterprise Case Assignment Manager

The Challenges

How to manage multiple service desks in multiple locations? It’s not always obvious where a case should be routed once it’s raised. A simple English language case can be just as easily processed in New York, Mumbai or Sydney, as it can in London. So, where should the case be routed to facilitate the shortest possible time-to-resolution?

How to handle numerous different languages within each region? Cases are being raised in multiple languages and It doesn’t necessarily follow that a case should be routed to the country of origin. We might have Spanish-speaking agents in Mexico, Argentina or Spain, and the most appropriate agent for that case could be based in any one of those locations. Which is the smartest destination for each case.

How to manage hundreds of agents and thousands of cases every day? These are large-scale operations. Hundreds of customer support agents might be processing tens of thousands of cases every day. At this scale, how is it possible to route the right case to the right agent in near-time?

Which agents are physically able to take a case at any given time? Agent availability is a critical factor. The best agent for the job might not be available. They might be engaged on an existing case, they might have reached their quota for the day, they might be out for lunch or indeed they might be off sick. The availability of each agent needs to be factored in when it comes to determining how a case should be routed.

Which agents have the capacity to take another case? Likewise, workload needs to be considered. If an agent has a load of existing cases to work through, some of which might be quite complex, then there’s no point in assigning them another case, even if it’s in their area of expertise, and especially if the case in question is time-sensitive.

Who is just starting their shift and who is about to finish? We also need to think about shift patterns. If a case is raised in London at 5.15pm, does it make sense to route that case to a London-based support team whose shift is due to end in 15 minutes? Or should we instead route it to San Francisco, where a new shift is just beginning?

Just how quickly does each case need to be processed? Service Level Agreements, or SLAs, really complicate matters.  SLA-bound cases are urgent. Not only do they need to be routed to the best available agent, that agent also needs to be available for a fixed number of minutes or hours in order to process and close down the case as quickly as possible. If it’s a complex and time-sensitive case, it might need to be relayed from one agent to another, and then maybe to yet another, in order to get the case fully processed and resolved within an 8, 12 or 24 hour window.

How to manage cases coming from email, phone and chat simultaneously? Increasingly, customers are using social media as a means of raising cases with vendors and suppliers. Raising a case on Twitter, or via chat, are now the norm. But how does a global company manage to assign and process so many different cases coming from so many different sources? Is it possible to have a common set of assignment rules?

How to manage hundreds or even thousands of assignment rules? Legacy case management systems in Salesforce are often highly dependent on hundreds, and sometimes even thousands of hard-coded assignment rules. A new rule is often required for each new agent, and those rules need to be maintained, amended or deleted continuously, as the business grows. That’s a challenge, and a not insignificant overhead.

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Q-assign is available on a free 30-day trial from the AppExchange.

  • Automatically route cases to best agent
  • Manage time-zones & shift patterns
  • Prioritize SLA-bound cases
  • Load-balancing, quotas & caps
  • Weighted assignment & point-scoring
  • Territory Assignment
  • Real-time agent availability
  • 100% native to Salesforce

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The Solution

Q-assign is an intelligent case management app which is native to the Salesforce platform. It can scan every case as it comes into the business to determine its nature and complexity and then matches it to the best available agent based on their skills, capabilities, location, workload and availability.

Intelligent Case Distribution

Using a combination of intelligence and dynamic assignment rules, Q-assign is able to route every case to the best available agent each and every time.

Area/Territory Assignment

Q-assign knows the country, region, county, city and zip code of every agent. It can assign cases to individual agents covering specific territories, or it can route them to queues which are serving teams of agents organised by location.

Language Management

At the same time it can take account of language, deciding if a French case is best dealt with in Paris, Casablanca or Vancouver, or whether a Spanish case should go to Madrid, Buenus Aires or Mexico City.

Live Agent Availability

With Q-assign, management teams can choose to enable agents to control their own availability on an individual basis, or their availability can be controlled automatically using a combination of intelligence and assignment rules.

Time Zone Automation

Q-assign can also tell what time it is. It knows the time in the location in which a case was raised and it knows the local time where each of the best available agents are located. And it can decide how best to route the case, taking all the other factors into account.

Prioritize SLA-Bound Cases

SLA-bound cases need to be prioritised and Q-assign can do this with aplomb. Whether we are dealing with a 4-hour, 8-hour or 24-hour SLA, dynamic assignment rules can be set up to route the case to the agent or team of agents who are best placed to close it down, successfully and quickly.

Manage Shift Patterns

Shift patterns can have a major influence on where a cases should and should not be routed. If one shift is coming to an end, Q-assign will be aware of the fact, and will factor that in before deciding how best to route the case in question.

Eliminate Coded Assignment Rules

Maintaining hard-coded assignment rules is time-consuming and expensive. Q-assign enables Salesforce organisations to eliminate hard-coded rules altogether, replacing them with dynamic rules which can evolve and be fine-tuned over time.

Enable Multi-Channel Comms

Legacy case management systems have great difficulty managing cases which are coming via different comms channels, be it email, phone, chat or twitter. Q-assign can manage all these channels in unison.

Manage Agent Workload

Creating a single set of assignment rules which govern all comms channels can be a real challenge. Q-assign is channel-agnostic and can use dynamic assignment rules and load-scoring to take account of overall agent workload, and route the case accordingly.

Scale Rapidly

Q-assign enables large and fast-growing organisations to implement a robust and intelligent case management solution which routes the right case to the right agent at the right time – and on an industrial scale.

Download Q-assign Now

Q-assign is available on a free 30-day trial from the AppExchange.