• Business Intelligence (BI) basically analyzes the previous data to find hindsight and insight to describe business trends. Here BI enables you to take data from external and internal sources, prepare it, run queries on it and create dashboards to answer questions like quarterly revenue analysis or business problems. BI can evaluate the impact of certain events in the near future.
  • Data Science is a more forward-looking approach, an exploratory way with the focus on analyzing the past or current data and predicting the future outcomes with the aim of making informed decisions. It answers the open-ended questions as to “what” and “how” events occur.

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Case management means organizing customer cases into one place and making sure they go to the right person, for the right answer, by the right time. Service Cloud does all that behind the scenes with automation tools. Service is easier, faster, and better with a little automation.

Maria checks out a few of the main case automation tools. She notices automatically is the key word.

QueuesAutomatically prioritize your support team’s workload by creating lists from which specific agents can jump in to solve certain types of cases.Assignment RulesAutomatically assign incoming cases to specific agents so that the right people work on the right cases.Escalation RulesAutomatically escalate cases to the right people when the cases aren’t solved by a certain time.Auto-Response RulesAutomatically send personalized email responses to customers based on each case’s details.

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Customers love having their problems solved quickly. Here are some ways Salesforce makes that happen.

  • Offer support everywhere and on any device. Connect with customers where they are — phone, email, SMS text, social media, webchat, web communities, messaging apps like WhatsApp, and more. Seamlessly switch conversations to any channel customers prefer to give them the best experience possible.
  • Send immediate responses to show that you care. Let customers know that you’ve received their issue by sending them automatic updates and messages. Personalize responses with customizable templates that give customers an ETA on an answer, solution, appointment, or field visit.
  • Auto-escalate important issues before they become emergencies. Add automatic workflows that flag key customers or concerns and forward them to managers by specific dates or times. Keep track of the status of critical service situations to prevent them from becoming nightmares.

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TechGuy

TechGuy

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