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Case Notification on E-mail and Community Post

Never let a Case fall through the cracks

Overview

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

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See How Case Notification on E-mail and Community Post Works

  • Improve CSAT

  • Increase retention

  • Decrease case resolution time

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

Categories

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

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