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Case Notification on E-mail and Community Post

By Salesforce Labs

Never let a Case fall through the cracks

Free  

Never requires payment

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Requires
Sales Cloud

Problem: Cases are falling through the cracks because agents aren't receiving notifications when customers email or post with an update, impacting CSAT and retention Solution: Real-time notifications to agents in the console and mobile app

Compatibility

Requires
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Sales Cloud
Salesforce Editions
Professional
Enterprise
Unlimited
Force.com
Developer
Essentials

App Details

Version
Custom Notifications - Process Builders & Custom Notification Object/Custom Notifications 1.1.0
Listed On
09/30/2019
Latest Release
01/09/2023
Supported Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Editable Code
This product is installed as an unmanaged package in your Salesforce org and its code is available to view and modify.
Native App
Lightning Ready
Editable Code
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: 0
Custom Tabs: 0
Custom Apps: 0
Lightning Components
Global: 0
App Builder: 0
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.
1.1.0
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.
09/06/2019

Additional Details

Problem: Cases are falling through the cracks because agents aren't receiving notifications when customers email back with an update, negatively impacting CSAT and retention Solution: Custom notifications, a feature in the Summer '19 Release, provides real-time notifications to agents right in the console and mobile app. Agents can respond immediately and keep your customers happy! This will only notify the agent if they are the Case Owner, and does not notify Queues, as that would overload agents. You can modify it if you wish. This package consists of - 2 Process Builders (*Community Case Post - Case Owner Notifier and *Inbound Email - Case Owner Notifier) - A Custom Notification

Need help?

Salesforce Labs

San Francisco, CA, USA

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