1 / 3
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Users and agents can easily enter new support requests.
Category average: 9
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Customers can self-service by searching through help articles.
Category average: 8
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.3
We use Salesforce Service Cloud for case management and the reporting is where we need some expertise
Salesforce Sales Cloud
Salesforce Sales Cloud, Field Service Cloud
We manage cases, case management using service console in service cloud. The ticketing system in external system was not feasible enough to maintain tickets and not user friendly.
A new custom dynamic service console to maintain or case management for the agents to resolve the cases timely .
Salesforce Sales Cloud, Conga CPQ and Salesforce Revenue Cloud
Salesforce Sales Cloud, Salesforce CRM Analytics, Salesforce Revenue Cloud
Fast support to customers, providing real time solutions with access to training articles for self service. Fast case assignments, proper priority routing and ability to track customer issues.
Salesforce Sales Cloud
We are using Salesforce Service Cloud for email to case setup, web to case, knowledge management, reports and dashboards, Entitle management, omni channel support, Live agent, lightning record pages for single view , Queues , Skill based routing and proving the services for the products we sold under sales cloud in Airline industry
Oracle Service
Rally Platform
We use Salesforce Service Cloud for our ticketing system. When customers have issues they can report those issues via email or via a landing page where they can fill out basic ticketing information to submit a ticket. We also host our knowledge center on Salesforce Service Cloud and allow some customers to access all of their open and historical tickets from Salesforce Service Cloud.
