1. Enable Case Deflection via Self Service Portal | Email2Case Channel
» Drop in the number of Cases, decreases the support cost significantly.
» In web2case, use standard deflection component: https://help.salesforce.com/s/articleView?id=sf.rss_case_deflection.htm&type=5
» Use auto-response rule to resolve frequently asked questions by embedding the solution/knowledge link in emails.
» Use auto-response rule to resolve frequently asked questions by embedding the solution/knowledge link in emails.
2. Enable Einstein Classification | Einstein Article Recommendation
» Remove guesswork in completing case fields so that agents can resolve cases quickly, accurately, and consistently. On incoming cases, Einstein Case Classification recommends, selects, or saves field values based on historical case data. Read here: https://help.salesforce.com/s/articleView?id=sf.cc_service_what_is.htm&type=5
» Einstein Case Routing: Powered by machine learning, Einstein case routing routes cases automatically.
» Enable Lightning knowledge and enable Einstein Article Recommendation to help agents intelligently based on attributes and previous solution.
3. Leverage Omni-channel
» Distribute Case based on Queue and Skills to agents.
» Agent Supervisor has specials access to supervision and manage resources.
» Enable Case distribution based on experience of agents dynamically without any additional configuration
4. Use Embedded Services and Chatbot
» Enable live chat and artificial intelligence led Einstein Chatbot.
» Enable and embed chat in just few clicks.
» Leverage chatbot using apex trained rules and intents powered by Salesforce Lightning Knowledge.
» Use powerful reports and dashboard of salesforce to analyze the support metrics.