Case management

Assigning cases is a crucial aspect of managing issues within a company. In a service desk department, the structure often consists of agents and team leads, with the service desk divided into specific departments with various specializations such as finance, technical issues, and client contracts. Imagine a scenario where a finance-related case is assigned to someone without financial knowledge. This could lead to bad customer feedback, unresolved issues, and usually escalations affecting the agent’s perception. Service Cloud comes to the rescue here. Let us start with the basics of ownership, which I briefly mentioned earlier. Ownership is the responsibility for a specific case. Incoming cases cannot wait indefinitely for someone to accept them, leading to two scenarios:

• The team leader takes care of the assignment, which can cause delays as even leads need breaks
• Service Cloud handles the assignment without needing breaks

What to use for...