• #31907
    Forcetalks

    How Question-to-Case makes it easier to resolve customers issues in Salesforce?

    How Question-to-Case makes it easier to resolve customers issues in Salesforce?

     

    #31915
    Forcetalks

    Hi Shradha,

    Question-to-Case lets moderators create cases from unresolved questions in Chatter, which makes it easier to track and resolve your customers’ issues. Moderators can create cases from questions directly in the feed, or you can set up processes similar to workflow rules in the Lightning Process Builder to automatically create cases from questions that meet specified criteria. Cases from questions are added to a queue so support agents can claim them.

    Question-to-Case is only available in communities where Chatter Questions is enabled.

    1. Question-to-Case Overview: Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in the full Salesforce site and Salesforce mobile web, as well as in communities where Chatter Questions is enabled.
    2. Enable Question-to-Case: Question-to-Case lets moderators create cases from questions in Chatter to ensure that your customers’ questions are quickly resolved. Enable Question-to-Case in your communities, Salesforce organization, or both.
    3. Add the Question from Chatter Field to the Case Detail View: When a case is created from a question in Chatter, the Question from Chatter field on case detail pages displays a link to the original question. This field helps agents quickly navigate to the feed.
    4. Add the Escalate to Case Action to the Feed Item Layout: Give moderators the ability to create cases from questions by adding the Escalate to Case action to Chatter Questions pages. This action is created automatically when Question-to-Case is enabled in your organization.
    5. Confirm Access to the Escalate to Case Action: Does your Salesforce org use more than one record type for cases? Make sure that the profiles that need Question-to-Case have access to the record type associated with the Escalate to Case action. If your org has only one record type for cases, skip this process.
    6. Customize the Escalate to Case Action Layout: Choose which fields appear on the Escalate to Case action, and in what order, based on the information you need to track for each case.
    7. Automatically Assign Cases from Questions to a Queue: Case assignment rules aren’t supported in Question-to-Case, so by default, cases created from questions are assigned to the moderator who escalates the question. You can write a workflow rule or process that automatically adds cases that were created from questions to a queue so agents can claim them.
    8. Automatically Create Cases from Unresolved Questions in Chatter: As your community or organization develops, ensure that users get speedy answers to their questions. Question-to-Case lets moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient by setting up processes—similar to workflow rules—in the Lightning Process Builder. Set up a process that automatically creates a case from questions that meet specified criteria.
    9. Create a Case from a Question in Chatter: If a question in Chatter hasn’t been resolved, moderators can create a case from the question. Question-to-Case must be enabled in your organization or community.
    #35131
    Salesforce | shariq shariq #1
    Forcetalks

    Hi,

    Most Important-

    The Basic Building Blocks of Fast Case Resolution
    Think about a world in which your service agents have all the information they need at their fingertips—enabling them to resolve cases and rarely escalate cases to a manager. A world where your customers can answer their own questions, or even help solve tough cases. And what if you never had to think about your case management processes, because they just worked? Imagine how much easier service delivery can be!

    Chatter Questions lets customers ask questions in the feed in communities and in your Salesforce organization. With Question-to-Case, you can now give moderators the ability to escalate questions in Chatter to cases, making it easier to track and resolve your customers’ issues.
    Question-to-Case is available in the full Salesforce site and the Salesforce1 mobile browser app, as well as in communities where Chatter Questions is enabled. You can add it to your Salesforce organization, your communities, or both!

    If a question in Chatter isn’t resolved, moderators can escalate the question to a case directly in the feed. You can also set up processes—similar to workflow rules—in the Lightning Process Builder that automatically create cases from questions that meet specified criteria. Cases created from questions are added to a queue for support agents to claim, based on your organization’s case routing rules.

    When a customer’s question is turned into a case, the customer receives an email with the case number and a link to the case. The customer can also view the case via a link on the question that’s visible only to them, while moderators see a note on the question indicating that a case was created.

    When agents find a solution, they can respond to questions directly from the case, and the customer sees the agent’s response on the question or in the My Cases view. Agents choose whether the reply is visible to the community, or only to the customer who asked the question.

    Hope this helps.

    #36148
    Salesforce | Parul Parul #2
    Forcetalks

    The customer can also view the case via a link on the question that’s visible only to them, while moderators see a note on the question indicating that a case was created. In your Salesforce organization. With Question-to-Case, you can now give moderators the ability to escalate questions in Chatter to cases, making it easier to track and resolve your customers’ issues.
    Question-to-Case is available in the full Salesforce site and the Salesforce1 mobile browser app, as well as in communities where Chatter Questions is enabled. You can add it to your Salesforce organization, your communities, or both!. As your community or organization develops, ensure that users get speedy answers to their questions. Question-to-Case lets moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient by setting up processes—similar to workflow rules—in the Lightning Process Builder. Set up a process that automatically creates a case from questions that meet specified criteria.

     

    Thanks

    #41780
    Forcetalks

    hi,

    Question-to-Case Overview: Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in the full Salesforce site and Salesforce mobile web, as well as in communities where Chatter Questions is enabled.Chatter Questions lets customers ask questions in the feed in communities and in your Salesforce organization. With Question-to-Case, you can now give moderators the ability to escalate questions in Chatter to cases, making it easier to track and resolve your customers’ issues.
    Question-to-Case is available in the full Salesforce site and the Salesforce1 mobile browser app, as well as in communities where Chatter Questions is enabled. You can add it to your Salesforce organization, your communities, or both!

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