Improve initial response time by 46%+
Stop Case Neglect
Case Flags is an automated visual prioritization system for Salesforce that saves time and money while ensuring no case slips through the cracks.
Customers hate to wait
Improve overall responsiveness with visual case prioritization. Under the hood, Case Flags transforms criteria and simplifies it into a single visual indicator.
At a glance, agents always know which customer to serve next.
Customers will receive faster service and you'll enjoy higher satisfaction ratings.
Don't let a waiting customer become an ex-customer.
Always know what case to work next
Simply put, Case Flags visually indicates which cases require attention. No more overwhelming, complex list views. A single visual icon instantly tells agents which case to work on next.
Your support agents won't waste time clicking into cases to decide which case to work next.
Remove ambiguity, eliminate decision fatigue, and make it simple for your agents to do their job.
Agents see their next case anywhere in Salesforce
Deciding which case to work on is as simple as opening the utility bar. Our decision automation system updates in real-time and always surfaces the next case to work on.
Like a conveyor belt, agents are immediately presented with their next case to solve, no matter what page they're on in Salesforce.
Improve the agent experience and help your team stay organized in Salesforce.
Workload Management
With the Case Flags Switchboard, managers can easily see and rebalance work between agents or teams using simple drag and drop.
Support managers can build custom views based on product types, team locations, etc. They can also create groups based on shifts or special skills.
B2W Software Improves Response Time by 46% With Case Flags
B2W’s support team was overwhelmed by high support volume slowing them down. After adopting Case Flags, agents now can review and respond to cases with ease and speed. As a result, they respond to cases 46% faster.
Ensure Agent Activity Meets KPIs
Case Flags aging speeds offer flexibility–you can create different flag aging speeds based on status, priority, record type, or other related field values in the case.
Set flag event rules, so flags are automatically set or cleared by triggers such as inbound emails, case comments, or logged activities. Custom alerts can be configured to notify agents of changing flag levels, so no cases slip through the cracks.
Birds-Eye View Metrics
How fast does your team respond to cases?
With analytics like initial response time, time to resolution, and more, you'll have data to improve responsiveness and increase customer satisfaction.
You can view pre-built report snapshots of your whole organization or drill down and see metrics for individual agents.
Use the data to coach your agents and improve the overall customer experience.
Built for #AwesomeAdmins
Don’t waste time building a complex in-house solution, where you are responsible for ongoing maintenance. Case Flags is a managed app that is 100% native to Salesforce, so no complex setup or coding needed. The Setup Wizard makes it simple, and you can look forward to a speedy time-to-value.
