Case Shield brings together Salesforce Knowledge, LiveAgent (web chat), and Case Submission to deflect and capture cases through a branded online Public Knowledge Base. Give your clients resources to access and track their support activities.
Case Shield brings together Salesforce Knowledge, LiveAgent (web chat), and Case Submission to deflect and capture cases through a branded online Public Knowledge Base. Give your clients resources to access and track their support activities.
Case Shield brings together Salesforce Knowledge, LiveAgent (web chat), and Case Submission to deflect and capture cases through a branded online Public Support Center. Give your clients resources to access and track their support activities while you leverage Client Service and Case Deflection Automation.
salesforce.com’s Service Cloud, the world’s #1 CRM for service, is a highly customizable Case, Account, and Solution/Knowledge management system. Given the flexibility of the Service Cloud (and Salesforce Platform), we are able to provide our clients with a truly modern, flexible, and easy to manage Case Deflection system. This application, layered on top of salesforce.com’s Service Cloud, integrates the following Service Cloud features into a “point-and-click” Public Knowledge Base:
SALESFORCE KNOWLEDGE
Present your Salesforce Knowledge Articles online with Case Shield, in a categorized and hierarchical fashion, along with prioritized lists and configurable sorting (No Community Cloud licenses required!). A strong Public Knowledge Base is a primary tactic in any good Case Deflection strategy.
LIVEAGENT (Web Chat)
Place salesforce.com’s Web Chat tool, LiveAgent, on Case Shield pages with ease; no coding necessary. Easily alert visitors to chat availability/unavailability, and deflect cases by having your support team chat with multiple clients simultaneously and suggesting Knowledge Articles to meet their needs; in turn deflecting cases.
CASE SUBMISSION
Service Cloud’s engine is the Case submission and management functions; enabling your clients to efficiently submit support requests from a variety of channels. With Case Shield custom Case forms, accommodating all custom and standard field types, are spun up in minutes. Most importantly, predicted Knowledge Articles are presented as potential solutions in an effort to further deflect cases.
COMMUNITY CLOUD
Already have Community Cloud licenses? Not a problem. Case Shield comes with full Lightning and Lightning Community template components that are drag-and-drop ready to deploy into your community template (eg. Napili).
REPORTS AND DASHBOARDS
Wouldn’t it be great if you had analytics on which Knowledge Articles actually deflected Case submissions, which Articles were viewed? Case Shield cookies visitors, enabling the tracking of navigation through the system. in short, we can see what articles deflected cases and which ones don’t seem to be “making the cut”.
CASE SHIELD 2.0 – SOCIAL CUSTOMER SERVICE
If you think this is promising, just wait until you see the Case Shield Integration Toolkit (coming late 2018). LinkedIn, Twitter, Facebook, and more social media case management plugins. Extend your Knowledge through Social Channels; deflect cases and enable ravings fans to share Knowledge with their Followers.
CASE SHIELD 2.0 – IN APP KNOWLEDGE
Technology, Software, and Retail clients will have the capability to leverage “Case Shield Components” within their application to present their “Users” with targeted “in app” knowledge and resources.
Start-Up and Small-Medium businesses genuinely need be treated differently than larger firms; our entire implementation and consulting process is built on this premise. We realized fairly early on that traditional “consulting” processes, like the ones we have been “trained” to follow, don’t work…well, not for our clients anyways. Given that truth, we do things entirely different now and it’s designed around your actual needs and stripping out inefficiencies. Truth be told, nobody really enjoys paying for consultants, lawyers, tech partners…. We keep it lean, do it fast, and drive real value for your spend with us.
Start-Up and Small-Medium businesses genuinely need be treated differently than larger firms; our entire implementation and consulting process is built on this premise. We realized fairly early on that traditional “consulting” processes, like the ones we have been “trained” to follow, don’t work…well, not for our clients anyways. Given that truth, we do things entirely different now and it’s designed around your actual needs and stripping out inefficiencies. Truth be told, nobody really enjoys paying for consultants, lawyers, tech partners…. We keep it lean, do it fast, and drive real value for your spend with us.
$495/org/month
Unlimited Case Deflections
Contact us if you think you’re ready to continue down the path to Client Service and Case Deflection Automation. After initial consultation and demonstration, we will be able to help you uncover some areas of value and forecast some realistic ROI calculations so that you can evaluate Case Shield’s fit for your business. In addition, we offer webinars and recorded demonstrations if you’d like to learn more before conducting a more thorough evaluation.