Transforming Customer Support
with Smarter Case Management
Simplifying Workflow With Email-to-Case Advance
Effortless Case Communication for Unmatched
Support Efficiency
Support agents experience inefficiencies because they struggle with cluttered case comments, irrelevant discussions, and limited character count
for case comments. This leads to miscommunication and delays.
How Email-to-Case Advance Helps
Clean Case Comment Creation
Streamlines email-to-case comments automatically by
eliminating redundant email threads. This ensures concise and
relevant case updates.
Enhanced Comments
Removes the 4K byte limit on case comments,
enabling detailed, comprehensive communication
without truncation.
Who Will Find This Useful?
Customer Support Managers
Achieve higher operational efficiency due to
improved communication.
Support Agents
Gain access to clear, organized case histories for
prompt case resolution.
Empowering Stakeholders with Insights
Stakeholders often miss crucial case updates. This leads to inefficient collaboration and delayed issue resolution.
How Email-to-Case Advance Helps
Add Watchers on Case
Instantly add account and case watchers
to keep key individuals informed and
up-to-date.
Notify Different Teams
Automatically send notifications to case
and account teams to ensure seamless
collaboration.
Keep Everyone in the Loop
Easily manage recipient lists with
blacklist and exclusion settings for more
targeted & effective communication.
Who Will Find This Useful?
Team Leads
Stay informed on case progress without
being actively involved in day-to-day
tasks.
Customer Support Managers
Ensure all relevant parties are aligned
and in sync, enabling faster
issue resolution.
Optimizing Productivity for Agents
Support agents frequently encounter inefficiencies from manual processes, slowing their ability to respond quickly.
How Email-to-Case Advance Helps
Use Blacklist and Exclude List Functionality
Blacklist domains or emails to prevent spam and unnecessary case creation in Salesforce, ensuring efficient case management.
Configure Automated Article Suggestions
Suggest relevant knowledge base articles to agents to
resolve issues independently.
Who Will Find This Useful?
Support Agents
Access knowledge base articles quickly to resolve cases.
Customer Support Managers
Improve agent productivity and customer satisfaction
through the right resources.
Driving Seamless Business Operations
Autoresponders and forwarded emails often result in duplicate cases, leading to confusion and inefficiencies.
How Email-to-Case Advance Helps
Prevent Email Looping
Eliminate the risk of duplicate case creation caused by autoresponders, ensuring only relevant cases are created.
Manage Forwarded Cases by the Internal Team
Set clear criteria for handling forwarded cases to
avoid redundant entries.
Who Will Find This Useful?
Support Engineers
Minimize unnecessary manual intervention in
handling forwarded cases.
System Administrators
Ensure efficient management of the email-to-case
process, reducing system clutter.
Navigating Complex Scenarios
Complex issues such as duplicates, responses to closed cases, or emails from non-customers disrupt workflows.
How Email-to-Case Advance Helps
Closed Case Communication
Define specific actions for customer
responses to closed cases, preventing
unnecessary case opening.
Handle Cases from Non-Customers
Create and manage cases from
unknown users with customizable
settings.
Enable Duplicate Case Merge
Identify and merge duplicate cases
automatically based on predefined
criteria.
Who Will Find This Useful?
Salesforce Admins
Configure and maintain system settings
to ensure smooth handling of complex
case scenarios.
Customer Support Managers
Streamlined workflows ensure seamless
handling of duplicate cases, closed-case
responses, and non-customer emails.
Improving Case Management Workflow
Support teams waste valuable time switching between multiple tools to manage case comments and attachments.
How Email-to-Case Advance Helps
Add Case Comment Page
Centralize all actions on a single page, including drafting,
previewing, scheduling comments, updating fields, and viewing
summaries.
Case Comment Timeline
Provide a consolidated timeline of case
communications, pulling data from Salesforce, email,
and case history for easy tracking.
Who Will Find This Useful?
Team Leads
Gain a comprehensive view of case progress to monitor team
performance easily.
System Agents
Access a time-saving tool to manage and resolve
cases faster.
Simplifying Attachment Sharing
Sharing multiple attachments with customers is often time-consuming and prone to errors.
How Email-to-Case Advance Helps
Auto-Attach Files
Automatically attach multiple files to cases, ensuring
quick and error-free communication with customers.
Who Will Find This Useful?
Support Agents
Benefit from seamless attachment sharing, saving
time and improving communication.
Optimize Your Support Workflow with
Email-to-Case Advance
Book a Demo Now
