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Case Flags: Intelligent Prioritization for Customer Service Teams
Stop cases from slipping through the cracks
- Industries
- Horizontal Product
- Business Need
- Customer ServiceAgent ProductivityCase Management
- Requires
- None
- Compatible With
- Sales CloudService CloudGovernment Cloud
How do your agents know what case to work next? Improve response time and meet your SLAs with a 100% native app that automatically prioritizes caseload to boost agent effectiveness. Get started with a free 14-day trial.
Highlights
VISUAL PRIORITIZATION Color-coded flags automatically prioritize support agent workload so they know which case to work on next.
SLA TRACKING Report, track, and measure service level agreements (SLAs) to ensure compliance. Improve customer satisfaction by meeting SLA targets.
DECISION AUTOMATION Remove ambiguity, eliminate decision fatigue, and make it simple for support agents to do their job. Case prioritization updates in real-time to surface the next case to work on.
CUSTOMIZABLE FLAG RULES Customize flag aging speeds based on case attributes, customer tier levels, and business needs. Set event rules so flags are automatically set or cleared by triggers such as inbound emails, case comments, or logged activities.
AUTOMATED CASE FOLLOW-UP Automate and schedule the case follow-up process to ensure no case is overlooked. Improve customer communication and satisfaction.
AGENT WORKLOAD VISIBILITY & MANAGEMENT Dashboards let managers view and rebalance work between agents or teams using drag & drop. Access analytics like response time and time-to-resolution. Use pre-built reports & agent metrics to improve performance.
Provider Details
Vicasso
Hamilton, NJ, United States
- Social ImpactPledge 1%This company pledges 1% of their product, profit, equity, or time to support the community. Learn more about Pledge 1%
- Pledge 1%
Founded
1996
Website
Email
Trust Center
Phone
+1 609.570.7200Resolve cases faster, at lower cost, on cleaner data. Vicasso builds native Agentforce Service solutions that help service and support teams run leaner as their workforce becomes part human, part AI agent. We started as a Salesforce customer in 2004, hit the same service gaps you're hitting now, and built our way out of them. That made us a Salesforce partner in 2009, and since then we've built service technology exclusively for the Salesforce Platform. It's all we do. Our solutions are counted on by service leaders, contact centers, and Salesforce-certified experts across 25+ countries and every Salesforce release. Behind them stands a team of in-house, onshore experts with the proof to back it up: an NPS of 92, 500+ 5-star reviews on the Salesforce AgentExchange, and millions in cost savings for our customers. Book a demo to see how we accelerate service for the AI era: https://www.vicasso.com/demo
Pricing Details
You must pay to use this solution. Discounts are available for nonprofits.
14-day free trial. $2,700 contract minimum includes 15 users. Contact us to discuss pricing details for Service Experience Suite, bundling, volume, and term. Call +1 609.570.7200.
Case Flags
$15 USD/user/month
Free trial available for 14 days
Lowest Starting Price
Guided Setup
$2,350 USD/org/one-time payment