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Analyse the Data
Using Einstein Analytics agencies can review agent performance. For example, you can monitor case close rates, agent productivity, and track trends.
Resolve Cases Fast
Salesforce Case Management for Public Sector helps agencies view all case data and any related interactions in a searchable, secure platform. Let's see how the case management process starts with an email.
Streamline Workflows
Salesforce helps you respond instantly, gathering all the relevant information and automatically assigning a case number for each inquiry.
Empower Agents
Salesforce automatically creates the case and routes it to a shared queue where agents can easily accept the work.
View Record Detail
Once the case is accepted by an agent, the status changes from “new” to “working.” The case record allows agents to see the inquiry, all related detail, along with a full customer history.
Find Answers Quickly
The Chatter Feed provides a detailed account of all activities between the customer and the agent.
Salesforce automatically suggests knowledge articles to help resolve cases more quickly.
Leverage Templates
The agent can simply send these articles directly to the constituent in a few simple steps.
Provide Resources
After adding in an email template, they click the 'Insert the Article into Email' option to add the article link into the email and hit send.
Get Answers
The knowledge article contains details on the proposed resolution and can be easily accessed by the customer via email.
Connect the Community
Articles like this are also accessible to the customer through Salesforce Communities. Trailblazers use Salesforce to better engage with their customers and partners.
Access Information
Customers can log into the Community to access their own case history and profile. They will see the full case history, have access to all the knowledge articles, and can engage with their case manager directly in the Chatter feed.
Tailor Processes
With the Salesforce Service Console, each organization can customize the entire case process including how cases are closed.
Analyse the Data
Using Einstein Analytics agencies can review agent performance. For example, you can monitor case close rates, agent productivity, and track trends.
Resolve Cases Fast
Salesforce Case Management for Public Sector helps agencies view all case data and any related interactions in a searchable, secure platform. Let's see how the case management process starts with an email.
Streamline Workflows
Salesforce helps you respond instantly, gathering all the relevant information and automatically assigning a case number for each inquiry.
Empower Agents
Salesforce automatically creates the case and routes it to a shared queue where agents can easily accept the work.
View Record Detail
Once the case is accepted by an agent, the status changes from “new” to “working.” The case record allows agents to see the inquiry, all related detail, along with a full customer history.
Find Answers Quickly
The Chatter Feed provides a detailed account of all activities between the customer and the agent.
Salesforce automatically suggests knowledge articles to help resolve cases more quickly.
Leverage Templates
The agent can simply send these articles directly to the constituent in a few simple steps.
Provide Resources
After adding in an email template, they click the 'Insert the Article into Email' option to add the article link into the email and hit send.
Get Answers
The knowledge article contains details on the proposed resolution and can be easily accessed by the customer via email.
Connect the Community
Articles like this are also accessible to the customer through Salesforce Communities. Trailblazers use Salesforce to better engage with their customers and partners.
Access Information
Customers can log into the Community to access their own case history and profile. They will see the full case history, have access to all the knowledge articles, and can engage with their case manager directly in the Chatter feed.
Tailor Processes
With the Salesforce Service Console, each organization can customize the entire case process including how cases are closed.
Analyse the Data
Using Einstein Analytics agencies can review agent performance. For example, you can monitor case close rates, agent productivity, and track trends.
