6 Ways to uphold your Support Department’s SLA in

Salesforce

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February 26, 2013

www.InternetCreations.com

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Agenda

1. Standard Automation2. Workflow3. Escalation Rules4. Case Flags5. Hoopla (New Addition!)6. Entitlements and Milestones 7. Reports and Dashboards

www.InternetCreations.com

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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?