Need to divide, direct, and delegate different cases to different representatives? Service Cloud determines case delegation through Case Assignment Rules. These rules can determine which individual users or departments are assigned a case based on a number of criteria. You can combine criteria like Case Origin (phone, email, website, etc.), the account the case is related to, and how old the case is to determine where it gets assigned.
Automation doesn’t end at assignment rules. Need to reassign a case to a different agent when it is of high priority and hasn’t been update in 4 hours? Wish to notify all customer service representatives who are handling cases for Acme Inc. every 24 hours? With Case Escalation Rules, you can have a fully automated case escalation scheme. Wish for your customer to receive an automatic response upon case submission? Auto-Response rules can be defined based on your desired criteria. We sit down with you to develop a delegation scheme that best suits your needs, and then use these rules to implement the scheme into your Service Cloud environment.