Two-minute Tip on Case Escalation Rules
Jul 8, 2008This Two-minute Tip contains quick idea on how to get more out of your Salesforce. The tidbits are categorized by application area. For more resources, be sure to subscribe to the Successforce blog and keep up to date on the latest best practices!
Because no client issue should go unresolved.
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- Automatically notify users and managers to ensure cases are resolved within your service levels - Whether your Support is 24/7 or 9-5, customize your business hours to cater to your needs - Keep a close eye on the overall health of your customer problems with the Case Escalation Monitor |
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How to get started:
- Help & Training is your best bet to get started here. Search "Setting up escalation rules". There are a couple of quick links to the application on this page - Read all about automation and the power of workflow. The structure of an escalation rule is very similar to workflow - Let your clients help themselves with a Self-service portal. Take it to the next level by opening up access to custom tabs with the Customer portal |
How to find more resources: Successforce - your best practice resource: Search "escalation rules" Daily Best Practice Webinars - Daily, CSM hosted, and live! Check out Support Thursdays Your local user group - Customers sharing knowledge with customers. See which one is closest to you |
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