Understanding Case Management in Salesforce

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Customer service plays a major part in the success of any organization; where addressing customer issues, complaints or any sort of queries is necessary. Valued customers are likely to stay; helping organizations build a loyal customer base.

Salesforce offers a ‘Case Management’ functionality which is a substantial part of Salesforce mainly used to track customer issues and concerns regarding services, products, payment issues and any other concerns customers may have. Case Management consists of two types of cases; open cases and closed cases where open cases are unresolved whereas closed cases are resolved cases. This functionality allows Salesforce users to manage and track cases; it enables Salesforce users to handle product and service related issues in an organized manner and take actions accordingly.

The creation of a case is an easy process; it can be created through the web, email or manually. Regardless of where the case has been raised from, queries and answers can be addressed and managed by customer representatives from the same database; enabling easy categorization and management of cases. Case Management is a great tool for addressing customer inquiries leading to higher customer satisfaction. Cases follow a format consisting of some important fields that are used to identify cases where these fields enable users to add as much information as required about a specific case.

Let’s have a look at some of the key fields in Case Management:

  • Status: This field describes the status of your case; whether it is active, resolved or canceled. Each type of case consists of different reasons i.e. waiting for details, in progress etc… This makes it easier to manage cases internally and prioritize tasks accordingly.
  • Case Origin: This describes the method used to create the case; whether it was created through email, call, web or manually through Salesforce.
  • Contact Name: This field stores the contact ID of the person who has raised a query, also making it easier to fetch older interactions if needed.
  • Account name: This field generates automatically after entering the contact name; where the ID of the associated account is stored.
  • Parent case: The parent case ID is entered in this field

How does Salesforce use service Cloud?

Salesforce service cloud is a customer service software that offers personalized experiences where communications between customers and organizations are supported on all channels and all formats through all touchpoints. Complex business processes are made easier with Salesforce dynamic, AI powered automated workflows, resulting in more efficiency and higher revenues. Through this software, users can get valuable insights for every customer interaction as all data is synced in real-time, allowing businesses to take actions accordingly.

What is parent case and child case in Salesforce?

Case Management consists of case hierarchies; where parent and child cases are used to demonstrate the relationship between cases. A child case will always be linked to a parent case; where child cases are cases that come under a broad umbrella which is the parent case. For example, an organization can have multiple divisions and those divisions can have multiple sub-division; the hierarchy of cases can expand as much as possible depending on how broad the organization is. In this case, the organization will be the parent case whereas the divisions will be child cases.

These two fields in case management are used to organize cases in a structured manner; making it easier to identify linked cases if any. By doing so, users also have access to previous interactions with customers; allowing customer service teams to address their concerns better.

What is a case assignment rule in Salesforce?

Case Assignment rules are applied to smoothen the whole process of lead generation and support where this feature can be used to automatically specify how leads and cases are assigned to owners i.e. users and queues. Case assignment rules can be assigned to all types of leads and cases; from those created manually to the ones created through the web. The user can create different categories of queues in order to prioritize tasks, leads and cases according to their business requirements.

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Benefits of Case Management

Case reporting allows you to keep track of emails exchanged between the customer and the customer service representative. Just like an email thread, all communication that happens under a case including responses from both customers and employees will automatically be associated with the original case. This gives employees access to older queries as well, further helping them enhance their customer service by better understanding the customer and its concerns.

Key benefits of Case Management:

  • Centralized customer service and support
  • Automated responses
  • Customer satisfaction
  • Quick Response times
  • Easy access; through web or mobile
  • Reduced paperwork
  • Minimized errors
  • Real-time data
  • Valuable Insights

Case Management can be beneficial for businesses from different sectors. In the healthcare sector, Case Management allows organizations to improve their overall patient care system as there are less chances of error with the automations included in this software. Healthcare teams can guide patients about treatment plans, medications as well as set up referral and doctor visits. Prescription errors can be eliminated, medical solutions can be shared through communication on Service Cloud and where financial information can be managed as well.

Similarly, the Finance sector can use Case Management to provide the best customer service to account holders. Case assignment rules can be applied to categorize different services and account types; making it easier for customer service teams to track account holders’ information, feedback or queries where parent cases can be created for main services while child cases can be created for sub-services. Banks can also automate their processes i.e. automated responses for general questions; resulting in more efficiency and better results.

Final Thoughts

Salesforce Case Management is quite beneficial for organizations looking to reduce workloads as the tool allows them to automate processes; saving a lot of time that’s usually spent on irrelevant or monotonous tasks. Additionally, Case Management fields enable employees or customer service teams to locate cases against parent case IDs, child case IDs as well as account IDs. This not only makes it easy to fetch customer information but also impacts overall customer satisfaction; as quicker responses mean customer concerns or queries can be looked into right away. Also, since this is a cloud service, anyone from the organization has access to cases in the case management system; resulting in a seamless process of addressing customer queries and issues.