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Case Tracer

Optimize Case Management with Case Tracer: Track, Prioritize, Merge Cases!

Overview

Case Tracer enhances the capabilities of the agents to manage their time and prioritize Cases effectively. It also allows users to track field changes in case history effectively and simplifies the process of identifying and merging similar Cases.

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  • SESSION TIMER: ✅ Tracks the time spent by agents on individual case records ✅ Timer starts and stops based on user interactions and case status changes

  • RECOMMENDED RESPONSE TIME: ✅ Monitors the time taken to initiate action on case records ✅ Automatically starts based on user interactions, community portal activity, or case updates ✅ Configurable timer stages and criteria for automatic start/stop

  • CASE MATCHING & CASE MERGING: ✅ Identifies and merges duplicate case records for streamlined data management

  • CASE TRACER HISTORY TRACKING: ✅ Tracks changes in case history for enhanced visibility ✅ Automatically creates history tracking records for standard or custom fields

  • UTILITY BAR: ✅ Provides a simplified interface for case tracking within Salesforce ✅ Visualizes ongoing staged cases, owned cases, and queues for agents and support team managers

This application expands the functionalities of the default Case object, providing users with advanced features. With tools like the 'Session Timer' and 'Recommended Response Time' agents can efficiently manage their time and prioritize cases effectively. The 'Case Tracer History Tracking' feature enables users to monitor changes in case history seamlessly. Furthermore, the 'Case Matching & Case Merging' functionality simplifies the process of identifying and merging similar case records.

Categories

Industries
High Tech
Manufacturing
Professional Services
Personas
Administrator
Service Agent / Supervisor
Other
Features
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.
Community Builder
Ready to use in the Salesforce Community Builder.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Lightning App Builder
Ready to use in the Salesforce Lightning App Builder.
No Limits
Lightning Ready
Community Builder
Managed Package
Lightning App Builder

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