If your call center agents are receiving more calls with complex questions than ever before.
Agents rarely have time to verify service levels, and are instead responding to customers whether or not they have a valid service level agreement .As call volume increases, customers satisfaction at risk.
Agents need a better way to identify entitled customers so they can effectively respond to their needs.
Identifying the stakeholders and identifying requirements for entitlement management is critical to project success. Salesforce entitlement managements allows companies
Defines service level for support
Manage entitlements and service contracts
Verify if customers are eligible for support
Enforce service levels via automated processes
If agents are supposed to identify an entitlement, account, contact and asset when resolving a customers issue to ensure agents meet service level agreements.Cases should automatically display the correct entitlement, account, contact, asset.To help agents drive new revenue with entitlements in salesforce, they need the service contracts and contracts line items object.Service Contracts allow agents to track contracts for customer support.If the products enabled it looks like this
you need to choose right model before you enabled and setup entitlements.With no service contract, use the entitlements only model. With a service contract, use entitlements with service contract model;and for service contract and line item management, use the entitlements with service contracts and line items model. Enabling entitlements explained in my previous post .
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