SALESFORCE LABS THE EXCHANGE Whats New Fall 2023 Free Ways to 1. Prioritize the right cases. Interactions between customers and and agent aren’t always the The Knowledge Case De昀氀ection app automatically suggests Optimize Your fastest way to solve customer problems. In fact, some cases may knowledge articles using Einstein Article Recommendations be hindering you from handling more urgent customer matters. to customers after opening a case, and provides them a One way to ensure you are prioritizing the right cases is to audit chance to close it if the articles are deemed helpful. Service Operations the inquiries your service team is receiving. If your team is Learn more constantly being bombarded with the same questions, consider setting up an FAQ page or knowledge base to address these. With the power of Salesforce Labs, you can de昀氀ect many cases by providing automated email responses with links to relevant self-service knowledge articles. 2. Handle cases in a timely manner. Track time spent working on cases automatically. This one may seem obvious, but handling cases in a timely manner is crucial. Not only will it provide an exceptional experience for your customer, but it will also ensure your team is tackling as many inquiries as possible. The Case Timer for Service Console is an ideal solution you can leverage to track your agent’s resolution time. This app can time your cases from the moment they open to the second they’re closed, and helps businesses streamline their support processes and improve resource allocation. Its user-friendly interface and seamless integration make it a must-have for companies looking to deliver exceptional service The customer experience can Here are six ways you can experiences while e昀케ciently managing their resources. make or break your brand. provide an exceptional Learn more The way you handle customer customer experience, reduce interactions signi昀椀cantly impacts case load, and improve your loyalty. Salesforce Labs supports service implementation with the e昀昀orts of your service teams free things you can 昀椀nd in with apps, components, and Salesforce Labs. 昀氀ows that keep your customers coming back. 1414
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