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Features of Case Management System – Salesforce Service Cloud

In these digital ages, all the companies would like to keep customers happy and support team sensible, whether customers reach out to enterprises by social, email, online communities, phone or web-chat. The Salesforce service cloud is a customer support product that enables clients to automate service processes, find required articles, topics, and skilled experts to support service agents.Case management is one of the products of service cloud offered by Salesforce.

When a customer reaches out with a problem or a query, they need an answer instantly. However, one issue or a bad experience to reach a solution means enterprises could lose more customers. Here comes a need for a case management system.

Service Cloud Console

Case Management

A case management module lets an enterprise collect and collaborates with customer service interactions that occur on any particular channel.

A case management platform takes customer queries or requests into a database, where service agents can view and give back a perfect solution. Allow agents to manage and categorize customer queries or requests.

Features of Case Management System

Give a unified view

With a unified view of the customers from their service portal, the agents do not need to reach out to other staff or track down a guideline to resolve a query or case. Cloud-based case management tool provides every agent with the same view, no issues where they are or what kind of devices they are accessing.

Deliver Exceptional Support

Effective case management systems enable enterprises to meet customer rights wherever they are.  It is critical as customers thoughts continue to change and brand new channels emerge.  Case management helps agents contact customers and resolve their issues in real-time, whether on a mobile application, social platform, chat, or direct phone call.

Make improved Decisions

A case management tool that gathers information about customer service queries and solutions can enhance an enterprise’s products and processes. It identifies problems to repair or fix before the consecutive process of products or guidelines goes out to customers. And customer service agents can learn how easy to help customers with day-to-day concerns.

Intelligent Self-Service

Every customer wants a solution immediately. Self-service platforms, such as help centres, customer portals, deliver consistent support all the time. Customers use existing channels to get required FAQs, articles and formal information such as order status. The case management solution gives them a perfect answer without delay.

Assign the Agent Automatically

The case management solution has Omni-channel routing. When a query or case comes in, a customer service agent is assigned based on their expertise, availability and skill set. Instant response helps customers free from wait days for answers to their queries.

Case management system features are one of the reasons for retaining customers to the brand.


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