Overview
Industry
EdTech
Region
United States (US)
Company Size
250+ Employees
Featured Solution
Agentforce Service
About the Client
The client is a global K–12 edtech leader specializing in cloud-managed infrastructure for student safety, web filtering, and classroom management. They aim to optimize digital learning experiences for institutions while ensuring total operational visibility, regulatory compliance, and online student protection.
When Manual Support Routing Slowed Customer Response Operations
The client was relying on manual processes to assign incoming support cases and customer chats across multiple products and regions. As support volumes increased, their agents had to spend significant time identifying the right owner for each request. This led to slower response handling and uneven workload distribution across teams.
They wanted an automated assignment framework that could intelligently route cases and chats to the most suitable available agents based on skill set, priority, regional expertise, and round-robin workload distribution rules. With this solution, they sought to improve response speed and balance workloads across support operations.
Operational Challenges Limiting Support Efficiency
Slower Response Handling
Manual assignment increased the time required to route cases and chats to the appropriate support agents, delaying customer response and issue handling.
Uneven Workload Distribution
Support requests were not consistently balanced across teams, resulting in some agents being overloaded while others remained underutilized.
Limited Scalability During High Volumes
As support demand increased across products and regions, manual coordination limited the team’s ability to manage growing case and chat volumes.
Delayed Access to Specialized Support
High-priority, skill-specific requests were not always routed to qualified agents. This impacted resolution efficiency and customer experience.
Reduced Operational Visibility
The absence of a centralized assignment process limited visibility into routing status and real-time agent availability.
Automating Case and Chat Assignment with Intelligent Routing Workflows
To help the client overcome these challenges, our experts implemented an intelligent routing framework within Agentforce Service (formerly Salesforce Service Cloud) for support cases and customer chats.
Here’s what we did:
- Centralized Case and Chat Routing Through Omni-Channel:
First, we implemented Omni-Channel Routing to automatically distribute incoming cases and chats to available support agents through a unified assignment framework.
- Built Skills-Based Assignment Logic:
Then, we configured routing rules based on product expertise and regional mapping to connect customers with agents aligned to their support requirements.
- Enabled Priority-Driven Request Assignment:
Next, we established prioritization logic to route critical and high-priority requests to specialized support agents.
- Implemented Fallback Assignment Handling:
We also developed fallback routing rules to automatically redirect requests when preferred agents were unavailable, including scenarios involving out-of-region routing requirements or skill drops within the same region.
- Streamlined Routing Operations Using Salesforce Flows:
We designed Salesforce Flows to automate routing triggers, assignment conditions, and support process orchestration across case and chat operations.
- Integrated ADA Handoff Workflows:
Finally, we configured ADA integration and handoff processes to support a smooth transition between automated support interactions and live agents during escalations.
From Routing Delays to Intelligent Request Assignment
By implementing an intelligent routing framework within Agentforce Service, Grazitti’s Salesforce cloud experts helped the client reduce manual effort across support operations and improve response handling for incoming support requests. The solution streamlined workload distribution across teams, increased agent productivity by eliminating manual assignment dependencies, and enabled automated routing for eligible support requests.
It also improved routing visibility, reduced dependency on manual coordination, and established a more scalable support operation to manage rising service volumes across products and regions.
Highlights
100%
Automated Routing for Eligible Cases and Chats
80%
Reduction in Manual Assignment Effort
50%
Faster Customer Response Handling
33%
Increase in Support Agent Productivity
Conclusion
Support operations today extend far beyond ticket resolution. Teams are expected to manage rising interaction volumes, support distributed agents, and deliver faster resolutions across channels, all without increasing operational overhead.
However, without intelligent automation, these demands often lead to fragmented workflows, delayed escalations, and limited visibility into support performance. That’s where Agentforce Service can help unify and streamline support operations.
If your organization is looking to modernize support workflows or improve service coordination, our Salesforce experts can help. Just drop us a line at [email protected]
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