Key business problem:
In Service Cloud, Omni-Channel, and list views, ownership of Cases, Leads, and other objects can be difficult in call centers or sales teams with high turnover. We don’t want to manually manage lots of queues and be a bottleneck for our business needs.
Background:
Working in a high-velocity business before High Velocity Sales was available, I was tasked with creating a way to assign declined orders to sales reps. We refined the requirements to evaluate failed payments based on their payment value. Putting this into high value and low-value ranges, we were able to have newer sales team members work on lower value customer issues and more skilled agents take higher value issues. As teams skilled up to take the more complex orders, or as we lost team members and had to replace them, I frequently had to update the queues a person was assigned to.
Now,
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