6 ways to uphold your support department's sla in salesforce
DESCRIPTION
Maintaining a support department's SLA can be a difficult task for any organization. Here are a few best practices you can utilize to uphold your Support Department’s SLA in Salesforce.TRANSCRIPT
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6 Ways to uphold your Support Department’s SLA in
Salesforce
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February 26, 2013
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Agenda
1. Standard Automation2. Workflow3. Escalation Rules4. Case Flags5. Hoopla (New Addition!)6. Entitlements and Milestones 7. Reports and Dashboards
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1. Standard Automation
○ Auto-Responses - Set expectations with your customers.○ Entitlement on Related List or Account
○ Assignment Rules○ Distribute Cases to the appropriate Queue
○ Support Settings○ Send notification emails to the appropriate
parties to maintain expectations
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2. Workflow
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○ Workflow Rules can change Case Status based upon inbound and outbound Case Comment (for Portals) or Emails (Email to Case)
○ Time-Based Email Alerts and Field Updates on Inbound Email Message (or new customer comments)
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3. Escalation Rules
○ Measure time based on○ Age since opened○ Age since last modified
○ Filter on○ Entitlements (eg. Basic vs Premium
Support)○ Case Priority○ Account fields (eg. Critical Account)
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4. Case Flags
○ Measure "Initial Response" (even in business hours)
○ Prioritize Cases needing attention
○ Eliminate case neglect
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5. Hoopla
○ Display virtually any Salesforce data on a big screen TV, for all to see
○ We display "Cases Needing Attention"
○ Display KPIs like Initial Response and Leaderboards for CSat
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6. Entitlements and Milestones
○ Working with Entitlements and Milestones
○ Assets / Contracts/ Licenses
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7. Reporting
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○ First Response Time (Workflow without Business Hours or Case Flags with Business Hours)
○ Case Age
○ CSat Survey
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Questions?