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Case Flags: Intelligent Prioritization for Customer Service Teams

By Vicasso

Stop cases from slipping through the cracks

Starting at $15   USD/user/month

Discounts available for nonprofits

Try It
Industries
Horizontal Product
Business Need
Customer Service
Agent Productivity
Case Management
Requires
None
Compatible With
Sales Cloud
Service Cloud
Government 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.

  • See how Case Flags saves time and money

  • Manage team workload and reassign priority issues with the Switchboard for Case Flags.

Compatibility

Requires
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
None
Compatible With
This solution is tested to work with and extends the value of these products, but doesn't require them.
Sales Cloud
Service Cloud
Government Cloud
Salesforce Editions
Professional
Enterprise
Unlimited
Developer
Additional Requirements
Please ensure that Email to Case (standard SFDC version) is already enabled in your Org under Setup > Customize > Cases > Email-to-Case.

App Details

Version
Case Flags/7.1 (July 24, 2026) 7.1.0
Listed On
05/21/2012
Latest Release
07/24/2026
Supported 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
Package Contents
If this app is a managed package, the custom apps, tabs, and objects that it contains don't count against your Salesforce allocations. If this app is not a managed package, allocations apply. Learn More in Help
Custom Objects: 13
Custom Tabs: 2
Custom Apps: 2
Lightning Components
Global: 3
App Builder: 2
Community Builder: 0
Languages
English

Security

This solution is a Non-SFDC Application as defined in Salesforce’s Main Services Agreement. Notwithstanding these Security Requirements or any security review of a Partner Application, Salesforce makes no guarantees about the quality or security of this solution. You’re responsible for evaluating this solution’s quality, security, and functionality.
Last Reviewed Version
The most recent solution version that underwent the AppExchange Security Review. Undergoing the Security Review doesn't guarantee a solution’s security.
6.21.0
Last Reviewed Date
The most recent date that this solution underwent the AppExchange Security Review. Undergoing the Security Review doesn’t guarantee a solution’s security.
10/20/2020

Additional Details

✔️ 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

Need help?

Vicasso

Hamilton, NJ, United States

For details on customer support provided by Vicasso, visit: https://support.vicasso.com

Support Phone+1.609.570.7200
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