Customer service
Bring customer requests, conversations and phone calls into one Salesforce workspace. We configure case management, Omni-Channel routing and telephony (CTI) integrations so your team can see the customer history and take the next step.
Discuss your project
What we can deliver
Set up Email-to-Case, website forms or API-based intake, with case types, priorities and assignment rules. Bring customer history, assets, orders and related cases into the service console. Add templates, quick text and macros for repeatable work, with clear ownership when cases are reopened or transferred.
Route supported service work to the right person using queues, skills, priority, availability and capacity. Keep handovers clear when a request moves between teams.
Connect a compatible phone or contact-centre system to Salesforce for click-to-dial, customer record pop-ups and call logging. Review Salesforce Voice and supported partner options for your setup.
Connect email, website requests, chat and messaging channels such as WhatsApp, according to your service needs and available channel licences. Keep conversations linked to the customer and case.
Model support entitlements, service contracts and business hours, then set response and resolution milestones. Define reminders, escalation, pause conditions and breach reporting so teams can distinguish time waiting for a customer from work that is overdue.
Organise Salesforce Knowledge articles by topic, audience and language, with review and publication responsibilities. Surface relevant answers in the console and portal. Let customers search help, submit a case and follow updates, while keeping internal-only information restricted.
Use AI to classify requests, suggest replies and summarize conversations using approved information. Define when a person reviews the answer or takes over.
Track backlog, routing capacity, first response, resolution, reopened cases and SLA breaches using agreed definitions. Provide supervisor views for waiting work and handovers. Connect satisfaction surveys or quality reviews where needed, and assess workforce scheduling separately when it is part of the contact-centre scope.
Connect cases and installed assets to work orders, service appointments and maintenance plans. Assess Salesforce Field Service for skills-based scheduling, dispatch, parts usage, offline technician work and service reports. Agree travel, appointment and completion rules with the teams doing the work.
How we approach it
We follow a request from first contact to resolution, then review your channels, phone provider, Salesforce licences and service commitments. Together, we plan the workspace and routing, and test transfers, busy queues, missed calls and human handovers before rollout.
How we workOften, if your provider offers a supported Salesforce integration. We check compatibility, call routing and the features you need before recommending an approach. For new setups we assess Salesforce Voice and supported partner integrations; existing Open CTI connections can be reviewed with a migration plan.
Omni-Channel handles routing; the channels and phone connections still need the right setup and licences. We identify which email, messaging and voice options fit your service process and explain any provider or licence requirements before implementation.
Yes. Customers can submit requests and check their progress through connected websites or apps. We review the available APIs and permissions before planning the integration.
The channels, case types, routing rules, phone provider and service commitments matter most. We review sample requests, your knowledge content and existing licences, then agree testing, training and support for the rollout.
OOB Consulting
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