Case Management Process Enhancements

The "Case Management Process Enhancements" project was an ongoing initiative focused on continuous improvement of the case management process. The project involved the creation of various workflows, process builders, and flows within Salesforce to streamline and optimize case handling. The enhancements covered several key areas:

Case Triage and Routing: Automated assignment of cases to the appropriate support teams or individuals based on predefined criteria, ensuring efficient case distribution and faster response times.

Escalation Management: Implemented workflows to enable timely escalation of critical cases, ensuring prompt attention and resolution for high-priority issues.

Collaboration and Communication: Facilitated seamless communication and collaboration between support, development, and product teams, fostering a more cohesive and efficient approach to case resolution.

Knowledge Management: Integrated Salesforce Knowledge articles into the case management process, empowering support agents with readily available information and promoting self-service options for customers.

Customer Portal Integration: Streamlined case creation and tracking through the customer portal, providing customers with real-time visibility into the status of their cases and enhancing transparency.

Email Triage Automation: Leveraged Microsoft Power Automate to automate the triage of emails from shared mailboxes, automatically generating cases in Salesforce and further improving efficiency.

The project's focus on automation, collaboration, and self-service resulted in a significant reduction in case resolution time, particularly for high-priority cases, and improved overall customer satisfaction. The integration of Salesforce Knowledge and the enhanced customer portal contributed to increased case deflection and empowered customers to find solutions independently. The use of Microsoft Power Automate for email triage further streamlined the case creation process, demonstrating your ability to leverage multiple technologies to optimize workflows and enhance efficiency