Bundling up for Improved Case Metrics in Salesforce
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The document discusses improving case metrics in Salesforce by promoting the practice of '1-issue-per-case' to avoid the complications of multiple issues or duplicate cases. It highlights key support metrics, such as initial response time and agent efficiency, and outlines strategies for merging and splitting cases effectively to enhance customer service. A promotional offer for a bundle on case merge premium and case split is also included, suggesting a savings of 25% for interested parties.
Bundling up for Improved Case Metrics in Salesforce
- 1. A Match Made in Heaven: Bundling Up for Improved Case Metrics in Salesforce Thursday, February 14, 2019
- 2. Agenda ・ Key Support Metrics ・ What is 1-Issue-Per-Case ・ Problem 1: Multiple Cases for a Single Issue ・ Customer Story: Lodge Manufacturing ・ Problem 2: Multiple Issues in a Single Case
- 4. ・ Quantity of Cases ・ Open/Closed Cases per Agent (Load) Capacity Responsiveness Work Effectiveness Categories of Key Support Metrics ・ Initial Response Time ・ Time with Agent vs. Time with Customer ・ Length of Time from Open to Close ・ Time Spent (Time Entries) ・ Agent Efficiency ・ First Response Resolutions ・ Account Burden
- 5. What is 1-Issue-Per-Case? A single issue is represented by a single case that contains stuff. Multiple cases for the same issue should be merged into one master case. Separate issues should be split into separate cases.
- 6. ・ Duplicate Cases Misrepresent Agent Load ・ Multiple Issues in the Same Case Misrepresent the Categorization of Issues Capacity Responsiveness Work Effectiveness Support Agents Game Key Support Metrics ・ Duplicates Artificially Improve Responsiveness ・ Multiple Issues in the Same Case Inflate the Length of Time from Open to Close ・ Duplicate Cases Misrepresent First Response Resolutions ・ Multiple Issues in the Same Case Inflate Time Needed to Resolve
- 7. Average Time to Respond (BH) • Displays average agent response time in Business Hours. • Can be used for: • Ensuring Timely Responses • Understanding Agent Workload • Identifying Trends / Outliers
- 8. Multiple Cases for the Same Issue Problem 1: !
- 9. Why Duplicates Happen ・ Inbound Email Processing ・ Automatic Case Creation by Channel (Email, Phone, Chat, Web, etc.) ・ Channel Thrashing ・ System Generated Cases (Error Messages from Monitoring) 1 issue, 3 cases
- 10. Catching Duplicates Method 1 Method 2 Support Manager or “Triage” Assigning Cases Automatically Assign Cases from a Queue Need to catch duplicate cases early!
- 11. Garrett Cook Customer Care Assistant Manager Lodge Manufacturing
- 12. Coaching Tips for Merging Cases ・ Merge Early! ・ Remind Agents that customers can respond to ANY of the merged cases ・ Don’t tie bonuses to closed case volume Garrett’s Tip: Reports and Dashboards should Account for Closed Duplicates
- 13. Setup Tips for Case Merge Premium ・ Customize Criteria for Better Duplicate Detection ・ Lightning Component in Obvious Place ・ Setup Object Cloning (Copy and/or Delete Original) ・ Direct “closed as duplicate” cases to a Bucket Queue
- 14. Multiple Issues inside of a Single Case Problem 2: !
- 15. Separate Issues into Separate Cases ・ Different Teams, Different Processes ・ Work Issues in Parallel ・ Metrics ・ Case Volume ・ Response Time, Total Time to Close ・ First Response Resolution
- 16. Coaching Tips for Splitting Cases ・ Unmanageable List of Case Comments ・ Are You the Right Person to Address the Issue? ・ Don’t Undermine Your Own Performance Metrics ・ New Question on Existing Case, Split it! ・ Update Fields when Splitting
- 17. Setup Tips for Case Split ・ Put the Split Button Front and Center ・ Teach Agents what Split Does ・ Ensure Proper Fields and Child Objects are Present
- 18. Ready to take the customer experience across the finish line? Bundle Case Merge Premium & Case Split and save 25% Reach out to one of our Salesforce experts for a demo!