Creating a Support System For your Business In SalesforceCreating a Support System For your Business In Salesforce

Support systems, every company that with customer service/ IT Support needs one; but what is required in a support system for it to work the way you want and give the service you desire? With Cases being a standard object within Salesforce, the processes and tools are already there for you to build that support system you require.


Setting up ‘Email-to-Case’ is a very easy way for your customers to get in touch with you by sending an email. You simply set up a email address and verify it with Salesforce which enables emails that are sent from customers, to be created as cases within your system whilst assigning them a case number.  But how will customers know they have been assigned a specific case number without being contacted by a member of your support team? This is where auto-response rules come into play. You can create auto-response rules to send certain email templates depending on the criteria of the case received.


The’ Support Settings’ tab allows you to dictate the behaviour of you support system. Here you will see that you will be able to specify default processes, and  email templates that are to be used in your support system.  This will be where you can set the default owner of your cases, most businesses set this to the “Case Queue”. The Case Queue allows your support engineers to pick up and allocate cases to themselves (or any member in their team). This way they can manage their workload efficiently and avoids direct contact with your engineers; which is beneficial in the instance when an individual is absent from the workplace, another colleague can pick up the work for him.  You can also set up set up assignment rules, where you can set auto assignment of cases to your team when certain criteria is met in the case.  Alternatively you can install a free app called Round Robin, which enables auto case assignment to members of your support team in rounds.

Email templates are assigned in the support settings  to actions your system will need. For example notifying customers of case comments, and case closed templates. Salesforce provides you with standard email templates, however you are able to build your own in the email templates tab in setup. There you can add the merge field {!Case.Thread_Id}, this will allow customers to email you back and update the case with any comments they may have.

Case escalation is handy when your business has grown and has certain levels of support. With case escalation you can set certain parameters to be met, which will assign the cases to next level of support . For example if a case is at a critical stage and requires attention of staff with more experience  you can set a field to escalate the case and notify the new team of the case. You can also create workflow rules to notify the customer of the case escalation, to keep them in touch with the status of their case.


So as you can see creating a support system is made much easier using Salesforce CRM, with the base of your support system already built for you as a standard functions within Salesforce.

Resource : CloudSocius


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