Case Flags
Intelligent Prioritization for Customer Service Teams
By VicassoAgent Productivity
- Rating
- 5.0
- Reviews
- 83
- Pricing
- Paid
- From $15 per user per month
- Listed since
- 2012
About Case Flags
Stop cases from slipping through the cracks
✔️ Automatically prioritize support agent workload using color-coded flags ✔️ Avoid customer dissatisfaction by delivering faster service ✔️ Get an accurate measurement of Initial, Average, & Ongoing Response Times, whether you’re operational 24/7 or have designated business hours ✔️ Customize case priority based on business hours, SLAs, or customer tier ✔️ Emails, case comments, Chatter, and more can automatically set and clear flags ✔️ Meet SLAs (Service Level Agreements) and prevent violations ✔️ Gain org-wide visibility and improve case routing and overall responsiveness with Switchboard View ✔️ Drag and drop cases between agents to rebalance workload ✔️ Review how much time elapsed between each point in the lifecycle of a case ✔️ Use pre-built dashboards and reports to measure and improve ✔️ Encourage support team AI-readiness by improving workflow
Struggling with Service Cloud user adoption? Improve case management processes with Case Flags.
Case Flags is part of Service Experience Suite, a four-part solution for Salesforce Service Cloud. Learn how you can transform the customer experience from standard to exceptional. https://www.vicasso.com/service-experience-suite
Highlights
- VISUAL PRIORITIZATION Color-coded flags automatically prioritize support agent workload so they know which case to work on next.
- SLA TRACKING Report, track, and measure service level agreements (SLAs) to ensure compliance. Improve customer satisfaction by meeting SLA targets.
- DECISION AUTOMATION Remove ambiguity, eliminate decision fatigue, and make it simple for support agents to do their job. Case prioritization updates in real-time to surface the next case to work on.
- CUSTOMIZABLE FLAG RULES Customize flag aging speeds based on case attributes, customer tier levels, and business needs. Set event rules so flags are automatically set or cleared by triggers such as inbound emails, case comments, or logged activities.
- AUTOMATED CASE FOLLOW-UP Automate and schedule the case follow-up process to ensure no case is overlooked. Improve customer communication and satisfaction.
- AGENT WORKLOAD VISIBILITY & MANAGEMENT Dashboards let managers view and rebalance work between agents or teams using drag & drop. Access analytics like response time and time-to-resolution. Use pre-built reports & agent metrics to improve performance.
Screenshots and videos
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Pricing
Paid, from $15 per user per month.
| Plan | Price | Billed | Free trial |
|---|---|---|---|
| Case Flags | $15 per user | Monthly | 14 days |
| Guided Setup | $2,350 per org | One time | None |
14-day free trial. $2,700 contract minimum includes 15 users. Contact us to discuss pricing details for Service Experience Suite, bundling, volume, and term. Call +1 609.570.7200.
The publisher offers discounts.
Compatibility
- Works with
- Sales Cloud
- Service Cloud
- Government Cloud
- Salesforce editions
- Professional
- Enterprise
- Unlimited
- Performance
- Developer
- Lightning Experience
- Supported
- Salesforce mobile app
- Supported
- Salesforce security review
- Passed on October 20, 2020
- Industries
- Horizontal Product
- Languages
- English
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