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Case Flags: Intelligent Prioritization for Customer Service Teams

Stop cases from slipping through the cracks

Overview

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.

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See How Case Flags: Intelligent Prioritization for Customer Service Teams Works

  • 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.

✔️ Automatically prioritize support agent workload using color-coded flags ✔️ Avoid customer dissatisfaction by delivering faster service ✔️ Get an accurate measurement of Initial, Average, & Ongoing Response Times, whether you’re operational 24/7 or have designated business hours ✔️ Customize case priority based on business hours, SLAs, or customer tier ✔️ Emails, case comments, Chatter, and more can automatically set and clear flags ✔️ Meet SLAs (Service Level Agreements) and prevent violations ✔️ Gain org-wide visibility and improve case routing and overall responsiveness with Switchboard View ✔️ Drag and drop cases between agents to rebalance workload ✔️ Review how much time elapsed between each point in the lifecycle of a case ✔️ Use pre-built dashboards and reports to measure and improve ✔️ Encourage support team AI-readiness by improving workflow Struggling with Service Cloud user adoption? Improve case management processes with Case Flags. Case Flags is part of Service Experience Suite, a four-part solution for Salesforce Service Cloud. Learn how you can transform the customer experience from standard to exceptional. https://www.vicasso.com/service-experience-suite

Categories

Business Needs
Customer Service
Agent Productivity
Case Management
Industries
Horizontal Product
Personas
Administrator
Executive
Service Agent / Supervisor
Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Salesforce Mobile
Supports Salesforce for iOS and Android.
Native App
No Limits
Lightning Ready
Managed Package
Salesforce Mobile

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