Case Flags: Case Prioritization, Response Time & SLA Tracking

1. 🟣 Always know which case to work next Customizable color-coded indicators show service reps which case needs a reply next. No matter which page they’re on in Salesforce. No guessing. No cherry-picking. No waiting customers.

2. 🟣 Save time and payroll every week People spend 1 to 2 minutes deciding which case to work next, 20 to 40 times a day. Case Flags answers the question at a glance and gives back about 3.75 hours per rep each week, so they can focus on valuable work.

3. 🟣 Measure response time on every exchange Track initial and ongoing response time on every case, in business hours or 24/7. After each exchange, flags show whose court the ball is in. Pre-built dashboards break it down by user or across the team.

4. 🟣 Protect SLAs for every customer tier Not every customer needs the same service level. Set flag timing by account, priority, or record type, and override it for a single case. Alerts warn when a case ages, so you can act before the SLA is breached.

5. 🟣 Accelerate response time by 46% B2W’s support team was overwhelmed by case volume. After adopting Case Flags, they respond to cases 46% faster. Service teams across industries rely on Case Flags every day.

6. 🟣 Workload balancing across your teams See every user’s workload at a glance in Switchboard. Drag a case from a busy rep to an available one. Drop it on a queue, and Case Flags assigns the most available agent.

7. 🟣 Ask your AI assistant about responsiveness Optionally ask Claude, ChatGPT, or Slackbot which cases need a reply, how your response time is trending, who’s overloaded, etc. Identify areas for improvement.

8. 🟣 Human in the loop by design Let your AI agents handle routine requests, while Case Flags keeps your people focused on the cases that need a human. Priority follows rules you set per your business needs, so your teams always know what comes next.

9. 🟣 No tech debt, secure, and maintained every release Case Flags is 100% native to Salesforce, so your data stays in your org. Get up and running rapidly, keep your investment predictable, and leave the maintenance and support to us. It’s what we do.