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Case Notification on E-mail and Community Post
Never let a Case fall through the cracks
- 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
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Custom Notifications lack functionality
The problem with this approach is Custom Notifications is not very useful. For example: If I see my notification icon has a (5) beside it, I know I have 5 notifications. I click on the first one and it takes me to a case I need to reply to. I complete that case and the notifications icon should have a (4) showing I have 4 more to attend to but no it shows nothing at all, zero, nothing beside the bell. You claim that this solution stops cases falling thru the cracks but there are 4 notifications now gone missing. Yes, they are still there if I click on the bell but the "notification" the number beside the bell indicating there is something I need to do has gone! - back to email notifications I'm afraid. I did try to raise this as a bug but Salesforce Support replied that it was "working as designed"! What a poor design for notifications.
Cannot view the QUIP Document
Cannot view the QUIP Document
Access to the Quip-page describing "How to: receive updates for Case Owner when emailed (AppExchange)" works now but the "sister Quip-page" describing "How to: receive updates for Case Owner when Posted on a Community (AppExchange)" is not accessible (URL: https://quip.com/COM3AALiCLZT). You could enable the sharing of this page too?
I agree that custom notifications should incrementally decrease rather than all at once. I built this AppExchange package to ensure having notifications at all. I hope you still find it useful, but it will likely be buried due to low reviews.