Salesforce is an indispensable platform for businesses in any industry. It’s very flexible and highly customizable, so it can be used for many different purposes: online shops, member/volunteer/student portals, partner communities, support portals, and much more. In this post, we’ll cover how you can use Salesforce Experience Cloud for case management in your organization. Let’s get started!
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What is Case Management in Salesforce?
Case Management allows you to provide a satisfying customer experience with your support team and resolve their issues quickly. Customers can create cases online and describe their issues or leave feedback.
The support team can then track all cases in one place and effectively manage them for a quick response. Everyone wins by using the capabilities of Salesforce for Case Management.
Advanced Communities is a Salesforce-certified Experience Cloud partner, and our experts know just how to help you improve your Case Management performance with Salesforce Experience Cloud.
How Does Case Management Work in Experience Cloud?
Experience Cloud allows you to create branded and powerful sites for your users where they can search for relevant data on Salesforce or your products, access FAQs or how-to articles, communicate with other customers and stay in touch with support managers. Experience Cloud can help you streamline and automate the support process to deliver the best service to your clients.
What are the Features and Capabilities?
Your users need two licenses to leverage all Experience Cloud for Case management capabilities: an Experience Cloud License and a Case Management Permission Set License.
Using the components in Experience Builder, you can create different pages for your site and display all the information you want to share with customers. It can contain clients’ details such as name, client ID, photo, contact information, and critical alerts.
You can include a form for creating cases, technical articles, and a knowledge base. It’s also possible to display case plan progress and a services schedule (onboarding sessions, support groups, mentoring classes, or other events).
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These functionalities can even be extended with our comprehensive AC Knowledge Management Enterprise app. Built fully on Salesforce, our app takes your knowledge management to the next level by preventing data silos and making it easier to find information. Use data categories and article types, create articles from the Experience Cloud site, and take advantage of file attachment support and multibases support.
5 Tips for Effective Case Management with Salesforce Experience Cloud
- Run Customer Satisfaction Surveys
Evaluating customer satisfaction is extremely important for improving your services and providing better support for your clients. Collecting this information will help you understand what aspects of your work need improvement, and what needs to be changed.
- Keep All Data in Your CRM Well-Organized
Since all Case Management data is stored in one place, it’s important to keep it clean and current. That way you’ll always see the most relevant information and current circumstances.
- Take Advantage of Filters
It can get hard to find the exact record you need when you have thousands of them. Using filters is an easy way to select only those records you want to work with.
- Use Custom Fields
Custom fields can help you collect and track additional information that can be helpful in organizing your data.
- Use Additional Tools
As mentioned, there are many tools that can enhance what’s possible and improve a user’s experience on the site, such as AC Knowledge Management Enterprise. Take advantage of it to make your customers come back for more.
Final Thoughts
Salesforce Experience Cloud can be the key element to improving your support processes and interactions with your customers.
If you’re interested in using it for your business, don’t hesitate to contact our highly-qualified experts to ask questions or get a demo.