4905 NW 105th Dr, Coral Springs, FL 33076, USA.
+1-470-772-5053
Dallas, USA
17440 Dallas parkway suite 130,
Dallas, tx 75287, USA
+1-470-772-5053
Ahmedabad, India
303/304, Abhishree Avenue,
Nr. Nehru Nagar Cross Road, Ambawadi,
Ahmedabad – 380015, Gujarat, India.
+91-76-22081234
Kenya, Africa
Museum Hill Center, 1st Floor, Muthithi Road, Westlands, Nairobi
+254-738692764
Nigeria,Africa
7B, Bunmi Joseph Close, Gbagada, Phase 2, Lagos
+234-8180524829
Real -time Routing of Support Requests
Push based Routing of Support Requests
The Problem
Salesforce offers a state-of-the-art customer service engine using a Case and Solution object. However, it is a pull model where the agents and supervisors have to work in tandem and should be monitored for Cases in a queue before the same can be worked on.
The Solution
A Push based Support model is implemented to facilitate the support requests that are routed to the support agents depending on their availability and skill set.
Besides, a number of mechanisms are provided to ensure the SLA of the Organization is met by re-routing the cases if the same is kept with a single agent for long.