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Case Assignment on Steroids: Dynamic Assignment Rules, Omni-Channel Routing + AI
Case Assignment Rules, Case Distribution, Omni-Channel Routing, Case Triage
- Industries
- Horizontal ProductFinancial ServicesHigh Tech
- Business Need
- Customer ServiceCase ManagementField Service
- Requires
- Sales CloudService CloudPlatform Cloud
- Compatible With
- Sales CloudService CloudPlatform Cloud
The gold standard in intelligent Case Assignment systems, built on the five-star-rated Q-assign platform. Automated case triage, dynamic case assignment rules, case deflection, load-balancing, Omni-Channel routing, Smart Actions + AI prompt builder
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Showing 6 of 6 Reviews
Great Solution and Great people
For context, I was a technical SF dev lead involved with evaluating solutions and then adapting the solution for our use cases. Ortoo stood out as the clear winner on the flexibility of the solution, but they were also a delight to work with. I lost track of the times I said something like "I don't think this is possible but xyz" and the response was "oh yes, we can do that". They were extremely responsive partners to work with during critical phases of the rollout, and I can't recommend them highly enough.
Great Tool & Amazing Support
We have used Q-Assign to optimally route Support Cases for some time now, and it has definitely had a positive impact. The solution is also pretty customizable to meet your needs. There have been some bugs, but support was prompt with resolutions, and roadmaps for future updates.
Great Solution , Easily configurable
Great solution , easily configurable , friendly and efficient support team who assisted from set up to testing. Amazing team.
Awesome Product with Excellent Support
I have recently been exposed to Q-Assign as a solution to manage cases optimally. The product is easily configurable with nothing short of brilliant support.
Great solution with great support!
We are approaching 50,000 cases a year. Eliminated the need for headcount to manually triage assign cases. Advanced logic easily setup to distribute cases based on skills, tenure, product matching, and severity, with multiple levels of quotas to meet any scenario a large and growing organization experiences. Plus we can adjust in real-time, eliminating lost time waiting on IT to change code. Powerful new dynamic actions + messaging via case comments, email, Teams, or Slack enable us to have reminder rules running to not only assign & reassign, but also add messaging for the new owner without having to manage Salesforce email templates. The Ortoo support team has been wonderful to work with these past few years.
Effective solution, responsive support
We are very happy with the solution that we have been able to deliver with the help of Q-assign. The solution has allowed more complex, efficient case distribution and freed up engineer time to focus on more engaging work. There have been some configurations that were more complex than we hoped for but ultimately they work and are manageable. Support has been fantastic throughout from the POC and this level has continued post go live. Responsive and eager to help. The solution has largely worked without the need for intervention and has allowed front end users to manage their needs as opposed to having to involve developers in updates to configurations.