Case Management Tools in Salesforce

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.