Salesforce® Service Cloud® For Dummies®

Chapter 6

Collaborating on Cases

In This Chapter

Getting assistance with case teams

Escalating a case

Leveraging Chatter on cases

Even the best agents can’t do everything alone. A large part of successful case management depends on collaboration. Remember being the newbie at your latest job? How did you get all your questions answered? Likely, you had to ask someone, and this happened informally by the water cooler or via email. Organizations typically have a lot of tribal knowledge that isn’t recorded in one central repository. This makes ramping up more difficult than it needs to be. On the other hand, over-communication and constant email blasts can be overwhelming. Salesforce recognizes this and moves toward greater collaboration in each feature release.

The importance of working together in call centers can’t be overstated. People are usually too swept up in daily tasks and caseloads to work any way but independently. Getting assistance at critical points in the case management process can be vital to keeping that customer. Finding answers to questions already posed in one central repository benefits everyone.

In this chapter, we discuss how Service Cloud bridges the gap between ...