Case Tracer

By BJIT Group

Rating: 1.0
Reviews: 1
Pricing: Free
Listed since: 2024

About Case Tracer

Optimize Case Management with Case Tracer: Track, Prioritize, Merge Cases!

This application expands the functionalities of the default Case object, providing users with advanced features. With tools like the 'Session Timer' and 'Recommended Response Time' agents can efficiently manage their time and prioritize cases effectively. The 'Case Tracer History Tracking' feature enables users to monitor changes in case history seamlessly. Furthermore, the 'Case Matching & Case Merging' functionality simplifies the process of identifying and merging similar case records.

Highlights

SESSION TIMER: ✅ Tracks the time spent by agents on individual case records ✅ Timer starts and stops based on user interactions and case status changes
RECOMMENDED RESPONSE TIME: ✅ Monitors the time taken to initiate action on case records ✅ Automatically starts based on user interactions, community portal activity, or case updates ✅ Configurable timer stages and criteria for automatic start/stop
CASE MATCHING & CASE MERGING: ✅ Identifies and merges duplicate case records for streamlined data management
CASE TRACER HISTORY TRACKING: ✅ Tracks changes in case history for enhanced visibility ✅ Automatically creates history tracking records for standard or custom fields
UTILITY BAR: ✅ Provides a simplified interface for case tracking within Salesforce ✅ Visualizes ongoing staged cases, owned cases, and queues for agents and support team managers

Screenshots

Pricing

Free.

Compatibility

Works with: Service Cloud
Requires: Service Cloud
Salesforce editions: Essentials
Professional
Enterprise
Unlimited
Performance
Developer
Lightning Experience: Supported
Salesforce mobile app: Not supported
Salesforce security review: Passed on April 26, 2024
Industries: High Tech
Manufacturing
Professional Services
Languages: English