Better Case Management with Cloud Coach

Brandi Johnson

Jul 7 2016 4 min read

Satisfying your customers – whether internal or external –  depends on the successful resolution of questions and execution of projects. Some of these projects come in the form of new opportunities – but others are cases. As a Salesforce Service Cloud user, you’re already familiar with the power of Salesforce cases to manage questions and feedback.

With Cloud Coach, you can launch projects directly from cases. This integration makes it easier to satisfy your customer needs while giving you advanced tools to execute and measure your team’s performance.

Here are 4 times that you may want to use a project in conjunction with a Salesforce Case:

  • When there are multiple, repeatable steps to resolution. Let’s look at an example. Your company has decided to use cases to onboard new customers. You have a 3 week process that the customer success team is using. To manage this, you may have to do extensive customization on the cases – or you’ll find that a lot of the casework is being done by the implementation team outside of Salesforce in emails and other project management systems.
  • When multiple teams have work to do to resolve the case. Do you find yourself juggling case teams to have the right mix of people to solve complex cases? By integrating projects with cases, you can leverage powerful resourcing tools to find the right team members who are available to work on the issue quickly.
  • When you need to track how much it costs to resolve a case. With Cloud Coach’s time tracking and costing engine, you can build reports that not only show you how much active time you spent on a case, but how much the case resolution cost your business.
  • When the work you do on the case is billable. Some cases are outside of your service contracts, so you need to bill the work back to the customers. In these instances, you will want to track the time and expenses to ensure that you charge appropriately for your efforts.

Brandi Johnson

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