Salesforce Case Handling
Checklist:
- Agents should perform periodic daily reviews of all open cases in their assigned ownership queue to validate current priority, status, notes, etc.
- Prioritize follow-up for any urgent or overdue cases and escalate as needed to help resolve the case
- Case notes should be updated with a touchpoint* as part of the daily reviews to reduce aging
- Implement 3-strike rule** for pending cases without any customer response to reduce aging
- Adhere to SLA/SLO definitions and case escalation processes for proper case handling
- Status and waiting dates should be set properly for reminders and auto-handling rules
*Touchpoint is defined as a status update activity that is logged within the case for historical tracking purposes (example: email correspondence, phone call, case notation); open cases following touchpoint standards should reflect a “last modified time” no later than within the last business day.
**3-Strike Rule is defined as 3 unsuccessful daily attempts to contact a customer (via phone and email) in order to gain information required to resolve a request; for instances where customer response is necessary and is not received after 3 documented attempts the case should be closed and appropriate notification sent to the customer.
Note
Because specialists will often work cases that others also may have worked, it's vital that we handle those situations with tact and strategy.
- If a customer requests to work with a previous specialist and they cannot or do not need to, the current specialist should attempt to resolve the customers issue. The customer's issue and the need to be on-site or not, should help guide our "road-mapping" or planning with that customer regarding whether we can gain agreement to troubleshoot or not.
- If there are discrepancies or a lack of information in an open case, the current specialist should partner with the other specialists who worked that case to get a clear path to resolution moving forward.