Support reps are the front line of customer service. To ensure excellence in customer support, set up an experience for cases that makes support reps successful and efficient.
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- Set Up Cases for Lightning Experience
Design an intuitive case management process for service reps and customers. Customize your cases UI with quick actions, case hovers, case merge, and case sharing settings. Auto-create cases from web form submissions and emails, and then build customer trust with personalized email templates and customer feedback surveys. - Set Up Cases for Salesforce Classic
Follow these high-level steps to set up Case Feed in Salesforce Classic. - Training Service Reps to Work with Cases
To help your support team manage cases efficiently, make sure they know how to complete these key tasks. - Enable Automatic Case Assignment Rules for Experience Cloud
Execute standard case and assignment rules automatically and consistently for all records created via Experience Cloud sites. Automatic assignment eliminates the need for complex custom code or flows to replicate out-of-the-box routing functionality, so you can deliver immediate, accurate, and scalable customer service.