3d (edited) • 🗣️GENERAL DISCUSSION
Repost : Thinking Aloud 🥳… Case Management Flow
Considering the case management.. this is how I’m thinking 🤔
Let’s gooo
Starting all the way up
———-
So we understand that the lifeline of every business is its customers and Salesforce is the powerhouse when it comes to CRM .. no doubts 💯
When a company creates a new product, it goes out to the public to market it..
When people show interest - they become a lead (potential customer)
They go through a lead process where they’re either Won or lost. When they’re won ..
They become an account a contact and an opportunity 🥅⚽️
After taking them through the sales process they’re either close won or lost .
When they’re won they’ve now entered into a contract (whether an asset or a subscription one) with the company ⚙️
After the purchase all complaints, issues they may have are directed to the support reps and they handle it using the service cloud ⛅️
And in the service cloud, the case object contains all records of customers complaints ,issues etc.
cases are sent in by
1.Manual creating cases
2. Importing Cases into the org.
3. Email-to-Case
4. Web-to-Case
Then Assignment rules are used to route cases to appropriate reps to handle either to individual users or to a queue.👨👩👦
Then Auto-response rules sends out an automated response acknowledging receipt of customers email.
💌📫
Then if after some time if cases are unattended to they’re routed to a different user through Escalation Rules. Reps work individually or as a team (Case Team) to resolve customer complaints effectively and efficiently.⛑️
Note‼️
(Different Criteria are defined for all the different rules mentioned)…
All these are done to achieve customer satisfaction and to save company’s reputation and ensure continuity of business 🥳💶💵💶💵💶🥳
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Repost : Thinking Aloud 🥳… Case Management Flow
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