Automating routine member service tasks in Salesforce can significantly increase efficiency, reduce workload, and improve member satisfaction. Here are five ways to achieve this:

Workflow Rules and Process Builder

• Set up workflow rules to automatically assign new cases to the appropriate support agent or team based on criteria such as case type, priority, or member tier.
• Configure workflows to send automated email notifications to members and support agents when specific actions occur, such as case creation, status updates, or resolution.
• Use workflows to automatically update fields on records when certain conditions are met, ensuring data accuracy and consistency.

Macros

• Create macros to automate common actions such as sending a standard response, updating case statuses, or logging call details.
• Allow agents to run macros on multiple records simultaneously, streamlining processes like sending follow-up emails to multiple members at once.

Einstein Bots

• Configure bots to handle common inquiries such as password resets, order status checks, or account updates by providing instant responses.
• Set up bots to gather initial information and escalate complex issues to live agents when needed, ensuring members receive timely assistance.

 

Email-to-Case and Web-to-Case

These features convert member emails and web form submissions into cases automatically.

• Automatically create cases from member emails. This ensures that every inquiry is logged and tracked without manual intervention.
• Use web forms on your website to capture member issues and create cases directly in Salesforce. This streamlines the process for members and ensures consistent data collection.

Service Cloud Console and Omni-Channel Routing

• Automatically route cases, chats, and other work items to the most appropriate agents based on availability, skill set, and workload. This ensures that inquiries are handled efficiently.
• Set up entitlement processes to automatically track and enforce service level agreements (SLAs). Milestones can trigger automated actions or reminders to keep cases on track for timely resolution.

Orchid Connect is a woman-owned Salesforce implementation firm with 30 years of experience serving associations, non-profits and small/medium businesses. We specialize in strategic and implementation services, go-to-market support, and ongoing support. To learn more, reach us at reachout@orchidconnect.com.