Scalable Salesforce Case Assignment

Salesforce enterprise case routing can be extremely complex, the larger an organisation grows the more potential permutations exist for routing cases effectively. Automated real-time case assignment needs to operate almost instantaneously, yet as organisations grow their teams and have higher volumes of cases to process, then choosing the right agent in a split-second can become a daunting prospect.

 

Growing organisations need a scalable solution when it comes to case and lead assignment. Most established Salesforce organisations regularly need to route thousands of individual cases to a growing number of internal Salesforce users. Any app focused on enterprise Salesforce case routing needs to be have the processing power to handle growing volumes of Salesforce cases, as well as the capability to add additional teams and rules into its existing assignment framework.

THE CHALLENGES

Time zones and shift patterns

Large International organisations regularly have support teams split across multiple locations and occasionally different continents. As organisations continue to grow, it’s likely that new teams will be introduced to handle any increased customer demand. With new employees being added, the case assignment strategy needs to be fully adaptable and needs to mirror any changes to the organisational structure. Higher volumes of cases will need to be routed and there will be greater considerations, as internal agents begin their working day on a range of different shift patterns and from different time zones.

Language Complexity

Agents being able to communicate effectively and understand new Salesforce cases which are assigned to them is a mandatory requirement. In a global business marketplace, customer queries/cases can come in a range of languages  and additionally the agents responsible for those cases may also speak multiple languages. Organisations need to be able to map language dependent cases to agents who also speak that local dialect, and being such a critical assignment rule this needs to take priority over any conflicting assignment based instruction.

Caps, quotas & load balancing

When higher volumes of Salesforce cases are routed through an organisation, it’s important not to overload the agents who have the best overall scores or suitability. Assignment rules are generally looking to match the best available agent to new cases or leads, however with a growing organisation this can mean that high achievers face a larger pile of cases in their Salesforce queue. Dynamic case assignment for large teams needs to take in consideration that workloads need to remain even across teams and setting caps on lead distribution is a great way to do this.

SLAs & case prioritisation

As organisations scale-up, it can be harder to pinpoint and prioritise new cases from tier 1 and SLA bound customers. As more and more cases are routed through Salesforce, the cases which really matter standout less. It can also be harder to automatically detect those crucial SLA dependent cases, as managers responsible for managing the case assignment process have a higher volume of cases to process and generally less time for general housekeeping activities. 

Agent Availability & OOO

The larger teams grow, the more Out of Office instances there are going to be. The assignment process not only needs to factor in the skill set of it’s available agents but it also needs understand their whereabouts, right down to the current minute. No two agents will ever have the same availability indefinitely, so their calendars need to be kept up to date and shared with any application responsible for case assignment.

Managing assignment rules

Operating scaleable case assignment rules is crucial for growing organisations but as the number of live assignment rules swells, managing them can be a cumbersome ordeal. If an organisation has 15 unique assignment rules which work collectively together, it can be hard to visualise which assignment rules should take precedence over others. Also, as new rules are added it can be hard to understand whether there are already any conflicting rules which need to be re-configured.

THE SOLUTION

  • Route to best available agent
  • Match on skills, experience
  • Match on location, timezone
  • Prioritize SLA-bound cases
  • Live agent availability
  • Assign phone, live chat & email
  • Load balancing
  • Use dynamic assignment rules

COMMON APPLICATIONS

Call center

Customer service desk

Contact center

IT helpldesk

Support requests

Ticket helpdesk

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.