Optimize your service performance and maintain high standards with new tools designed to automate, predict, and communicate SLA progress. Ensure near-perfect compliance by leveraging Agentforce to autonomously complete routine milestones like first responses, and use proactive risk scoring to identify and prioritize cases nearing SLA breach based on real-time data.
- Achieve Near Perfect SLA Compliance with Agentic Milestones (Beta)
Use generative AI to autonomously complete routine communications tied to Service Level Agreements (SLAs) for cases. Agentforce drafts and sends contextually relevant first responses and periodic status updates to your customers based on resolution progress. By offloading these repetitive communications, your service reps can focus on complex problem-solving while maintaining nearly 100% SLA compliance for digital agent-owned milestones. - Predict and Prevent SLA Breaches with Proactive Risk Scoring
Help your service reps stay ahead of potential delays and service-level agreement (SLA) breaches by predicting the likelihood of a case missing its SLA. This feature provides a quantifiable risk score on case records based on real-time data like priority, status, and recent activity. By identifying high-risk cases early, service reps can prioritize their workload and prevent breaches.