Salesforce Service Cloud Implementation & Integration

Project Description

Our client needs Salesforce Service Cloud expertise to define route for their customers to raise the ticket and get assigned automatically to the respective agents to meet the SLAs.

Industry

IT Professional Services

Products

Salesforce Service Cloud DocuSign

Project Challenges

The major challenges to offer a comprehensive solution to the client were:

Salesforce Service Cloud Implementation & Integration

We implemented the following solution to overcome the above challenges for our client.
Need to search for the correct routing configuration depending on the requirement as it’s a very difficult process to roll back if an incorrect routing technique is taken to progress. In addition to that, we needed Apex code for skill-based routing techniques. And programming skills were also a must-have as it’s a bit complicated compared to que-based technique; additionally, queue-based technique would not be a good fit for big sized organizations.

Project Results

Witness the increase in productivity and reduction in time upon successful delivery of the project.

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