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How to display case priority flags in Salesforce?
If the case priority is Low Green flag should be displayed. If the case priority is medium Orange flag should display. If the case priority is High Red flag should display. Displaying Case Priority Flags with Formula Field To display Case Priority flags follow the steps shown below. Go to Setup=>Customize=>Cases=>Fields.
What are the different color priority levels in Salesforce?
Like these in salesforce.com we are assigning three different colors like red, Orange and Green. Here we have to take three conditions to set their priority levels depending on that condition color flag will be automatically assigned. If the case priority is Low Green flag should be displayed.
How do you deal with high priority cases?
Hoping that they do not come around too often they need to be fixed asap no matter who the customer is. Creating a simple workflow to alert users or managers whenever a high priority case comes in is a simple and effective way to make sure they are dealt with.
How do I create a workflow to manage high priority cases?
Creating a simple workflow to alert users or managers whenever a high priority case comes in is a simple and effective way to make sure they are dealt with. In the simple formula editor we can set the field as Case:Priority, Operator as equals and Value as High or whatever your specific priorities in your organisation are.
How do I set case priority in Salesforce?
High Priority Case WorkflowClick on Setup | Create | Workflows & Approvals | Workflow Rules.Click on New Rule.Select Case as the Workflow Object.Name your Rule and give it a description.Evaluation Criteria should be set as created.More items…•
What is priority in Salesforce?
When your team’s availability is limited, prioritize critical service appointments over less pressing work. You can assign dynamic priorities, such as values that increase as due dates approach. Optimization can consider priority values when it assigns appointments to time slots.
By German Kontorovich
In today’s interconnected era, customers expect a streamlined service experience that’s accessible anywhere, anytime. It’s highly crucial to create a real-time connection between your customer support agents, field service agents and dispatchers to deliver personalized customer support.
How to Schedule Appointment Using Dynamic Priorities
Dynamic priority-based scheduling focuses on considering emergency arrivals first, which means booking the most critical service appointments over the less urgent visit. And if the scheduling action couldn’t find the available time slot, it will overlap a lower priority meeting with a service that you have defined as a high priority.
How to Optimize Appointments Using Dynamic Priorities
Optimizing appointments is a process that allows you to prioritize essential service meetings over less demanding jobs if your team’s availability is limited. It provides you with the ability to set dynamic priorities, such as values that increase as the due dates approach or passes.
Final Wrap
Salesforce Field Service Dynamic Priority feature is designed to maximize resource allocation and ensure consistency based on the technician’s priority, capability, and availability, leading to better results and improved field performance.
What Is Case Scoring?
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If you’re familiar with Lead Scoring, Case scoring is very similar. In a nutshell, Case scoring is the process of ranking Cases for prioritization. The score can be based on a multitude of factors, which we’ll explore soon, but let’s walk through a basic scenario. Universal Containers has a case scoring system that prioritizes “Golden” customers ov…
How Does Case Scoring Help?
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Case scoring can be a great way to help your customer service agents prioritize work. When an agent logs into Salesforce, they usually go to their Case queue immediately to see what needs to be done. If they have a handy score on each Case, they can sort their queue by the Case score and work from the highest scored case, to the lowest. This clean and straightforward way of organizi…
Common Variables For Scoring
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The exact variables that feed the Case score will vary for every customer service organization, but they mirror the factors tied to SLAs and KPIs. Here are some common things to consider.
How to Score Cases
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There are a few ways in which you can score Cases, depending on how complex your logic is – Formula fields, Flow, and Apex code. Let’s take a look at each!
Summary
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This article covered case scoring and how it can greatly increase productivity for your team (which also makes your customers happy!). If you’d like to read more about case scoring and managing high support volume, check out these informative articles: 1. 3 Service Cloud Features to Improve Agent Efficiency 2. Managing High Support Volume: 5 Essential Tips 3. Improve You…