Case management is a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet an individual's and family's comprehensive health needs through communication and available resources to promote quality, cost-effective outcomes.
Key Benefits:
Centralize ---->The Cases tab is a central repository to use for tracking all customer support interactions.
Integrate-----> Handle cases faster by integrating case information with existing knowledge bases or Sales force Knowledge, a knowledge base
designed to help solve cases.
Streamline-----> Set up automatic case escalation and workflow tasks that enhance your business processes.
In most every company
which prides itself on taking care of its customer base to the fullest, the
Salesforce native functionality of Case Management goes hand in hand with
customer success. The departments in an organization that deal with customer
service, product support, issue resolution and service requests can all benefit
from utilizing the case management functionalities; and related automation
options; within Salesforce.
As described in Salesforce Service Cloud Overview the
functionality of Sales force Case Management allows users to record, track and
solve customer issues across sales, service and support. It includes the
ability to create cases either from an email (email to case), from a web form
(web to case), or manually by licenses internal support/service users logged
into Salesforce. Cases can be managed in queues and assignment rules and
escalation rules can be defined. Organizations; large and small; can utilize
many of the standard Case functionality offerings to assist them in providing
the best experience to both their support and service employees as well as their
customers.
Service and support
can have a centralized location for their case handling, connected directly to
client accounts and associated contact information, via lookup fields and
related lists, by using the Case TAB
.
There are five basic
steps that a service or support representative can follow in the life-cycle of
a case.
(1) Determine who the customer is and what support level they should receive;
if applicable.
(2) Record case details. Customer questions, comments or concerns, what service
or product they use.
(3) Find the best resolution for the customer’s problem or question, attach
that solution or for future reference or create a new article or solution, if
new issue.
(4) Respond customer using appropriate medium; emailing the answer to
auto-generated email cases, sending follow-up emails with solutions/articles to
phone resolution cases
(5) After making sure that the case contains all the details required, close
the case.
Organizations can
choose to determine how cases are created. Cases can be created internally, on
an ad hoc basis, by case workers (in environments like call centers or service
centers) when customers call in or stop by an organization’s location with
issues.
