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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
Highlights
INTELLIGENT CASE ASSIGNMENT ✅ Code-free case assignment rules ✅ Auto-Escalation & Prioritization ✅ Track and manage SLA-bound Cases ✅ Active shift management ✅ Manage critical situations ✅ Automate customer reminders ✅ Trigger autoresponders
AUTOMATED CASE TRIAGE ✅ Auto-triage inbound emails ✅ Auto-triage new cases ✅ Auto-classify of categorize each case ✅ Deploy AI for case enrichment ✅ Score and prioritize each case automatically ✅ Trigger "next best action" via automation and/or AI
TRIGGER A SENTIMENT ANALYSIS ON AN INBOUND CASE ✅ Triage cases automatically, as soon as they arrive ✅ Integrated "Plug-in Actions" can trigger "next best action ✅ e.g. call for a sentiment analysis (AI) prior to assignment
CASE DEFLECTION ✅ Resolve simple cases via self-service knowledge bases ✅ Automatically present relevant articles or FAQs ✅ Deflect other cases to AI-powered chatbots ✅ Trigger automated email replies via plug-in actions ✅ Deploy sentiment analysis (AI)
AI-POWERED PLUG-IN ACTIONS ✅ Trigger ChatGPT calls from any field update ✅ Sentiment analysis ✅ Ultra-personalised human responses ✅ Personalised auto-responders ✅ AI-driven enrichment Cases and Accounts ✅ AI-driven Case scoring & prioritization
ASSIGN CASES TO THE FIRST AVAILABLE SERVICE AGENT ✅ Instantly route incoming cases to first available agent ✅ Shorten response times ✅ Increase customer satisfaction
MATCH CASES TO THE MOST SKILLED SERVICE AGENT ✅ Intelligently match cases to skill-sets ✅ Accelerate time-to-resolution due to improved agent capability ✅ Filter out overloaded or OOO agents ✅ Increase customer satisfaction
ESCALATE HIGH PRIORITY OR COMPLEX CASES AUTOMATICALLY ✅ Prioritize urgent (e.g. SLA-bound) Cases automatically ✅ Route complex cases straight to specialized agents or teams ✅ No more hold-ups, just the fastest possible response in a critical situation
OMNI-CHANNEL ROUTING ✅ Overcome Omni-Channel limitations ✅ Code-free case assignment rules ✅ Control and balance workloads ✅ Deploy Automatic Reassignment ✅ Manage unlimited attributes ✅ Dynamic case management ✅ Manage complex skill-sets
Ortoo's Impact
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Provider Details
Ortoo
London, UK
Ortoo builds Ortoo Orchestrator, a Salesforce-native workflow orchestration system that gives organizations control over how operational work is executed. Workflows are handled by specialized agents, each designed for a specific task such as classification, triage, routing, enrichment, or resolution. AI is used where interpretation helps, while deterministic logic controls decisions and actions. Operations teams configure workflows without code, while IT maintains governance and control. Ortoo Orchestrator coordinates work across Salesforce, AI agents, AppExchange apps, and external systems, helping organizations deliver predictable execution, governed AI, and measurable operational outcomes. Built on more than 15 years of experience solving complex Salesforce routing, capacity, SLA, and workflow challenges, Ortoo helps organizations scale operational workflows.
Pricing Details
You must pay to use this solution. Discounts are available for nonprofits.
Discounts are available for nonprofits. For details of our full pricing matrix, including Enterprise pricing and volume price breaks, please email: sales@ortooapps.com
Starting from...
$38 USD/user/month
Free trial available for 30 days
Lowest Starting Price