Case Flags: Intelligent Prioritization for Customer Service Teams

Never Let a Case Slip Through the Cracks.

Case Flags users have seen a 46% improvement in case response time.

Case Flags shows you the back and forth between agent and customer.

Create a streamlined case management process that ensures no case slips through the cracks.

The flag level column allows agents to instantly see which cases require immediate attention.

With Case Flags Utility Bar, you remove agent idle time spent deciding which case to work on next, a

Flags can age based on standard 24-hours or your business hours, and will only age during that time.

Every support team is different! Define how you want Case Flags to work with Custom Aging Speeds.

Set up customized notifications and decide when they’re triggered depending on your team’s needs.

Assign cases based on skill set and workload using the Case Flags Switchboard.

Manage your team’s workload in a single view.

View every action taken on a case, including flag level, throughout the case handling process.

View snapshots of your organization or metrics for individual agents, to improve your KPI’s.

View, set and clear flags right within the Salesforce mobile app.