Service in Salesforce
We use Salesforce Service Cloud for about 110 of our users in 3 departments. We currently utilize this product for our service channels …
Starting at $25 per month
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What is Salesforce Service Cloud?
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
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Popular Features
- Email support (67)9.393%
- Ticket creation and submission (66)9.292%
- Organize and prioritize service tickets (66)8.888%
- Ticket response (65)8.888%
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Pricing
Starter Suite
$25
Cloud
per month
Professional
$80
Cloud
per month
Enterprise
$165
Cloud
per month per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.salesforce.com/products/ser…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $25 per month
Product Demos
Salesforce Service Cloud Tutorial | Service Cloud In Salesforce | Salesforce Training | Simplilearn
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Salesforce Service Cloud Voice Demo | Salesforce
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Features
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Product Details
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What is Salesforce Service Cloud?
Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google search, and access to customers' entitlement and contracts.
Salesforce Service Cloud Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Additional Features
- Supported: Lighting Console
- Supported: Knowledge Base
- Supported: Live Agent
- Supported: Social Customer Service
- Supported: In-App Support
- Supported: Service Wave Analytics
- Supported: Mobile Support
- Supported: Customer Communities
Salesforce Service Cloud Screenshots
Salesforce Service Cloud Video
Salesforce Service Cloud in 100 Seconds
Salesforce Service Cloud Integrations
Salesforce Service Cloud Competitors
Salesforce Service Cloud Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Mobile Web |
| Supported Countries | Canada, United States, United Kingdom, Japan, Korea, India, China, Australia, Brazil, Mexico, Finland, Denmark, France, Germany, Ireland, Italy, The Netherlands, Spain, Sweden, Switzerland |
| Supported Languages | English, French, Portuguese, Japanese, Spanish |
Frequently Asked Questions
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
Salesforce Service Cloud starts at $25.
Verint Messaging, Freshdesk, and Helpdesk Pilot are common alternatives for Salesforce Service Cloud.
Reviewers rate Email support highest, with a score of 9.3.
The most common users of Salesforce Service Cloud are from Mid-sized Companies (51-1,000 employees).
Comparisons
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Reviews and Ratings
(365)Attribute Ratings
Reviews
(51-74 of 74)Companies can't remove reviews or game the system. Here's why
March 04, 2019
Good Interim Solution
Our company bought Salesforce as our CRM system, and first implemented Desk before implementing Service Cloud. Now, we've transitioned from Service Cloud to using Salesforce for case management. It was used across two departments in the organization, our support team and our analytics team. The business problems that it tried to address were the high influx of cases being sent in by our customers. Keyword being "try," though--it was a clunky tool that unfortunately didn't integrate with Salesforce directly, causing limited reporting.
- Like the case resolver in the main Salesforce instance, Service Cloud had great reporting. The dashboards were easy to build and easy to maintain. Far far better than Desk!
- The breadcrumb tracker really helped keep track of a case in the resolution lifecycle.
- It was a step up from Desk, in that it stored far more details within the actual body of the case.
- It was easier to document the details of the resolution than in Desk.
- The resolution fields did not always auto-populate, because it wasn't tied to the main Salesforce instance. Depending on how your company integrates and implements SVC, the solution will be limited.
- The reporting tool, the reports, and the dashboards tabs were easier to use. However, the issue was that they did not always save correctly. Therefore, as I built dashboards, I needed to recreate and resave them correctly multiple times. The dashboards needed some work to make them more efficient to use.
- In Salesforce, you're able to just "post" and you trust it will be internal; it would be defaulted to the first tab, with the second being the email. However, in SVC, you will need to write a "note," four tabs down. It was the smallest inconvenience, but added a few seconds onto the workflow.
March 02, 2019
GREAT NEW SYSTEM
We are using it across the whole organization...it solves problems because now we don't have to give our individual emails out and everyone in the company can access customers' emails. This was a big problem for our company previously because if a customer called in and the rep was on vacation or sick, we had to have the customer call back.
- Easy to use
- Records consolidation
- User-friendly
- Creating multiple orders on one case.
- Have notifications be more user-friendly.
- Reports should be easier to view.
February 28, 2019
TAC engineer long time salesforce user
We use Salesforce for RMAs, and TAC cases and escalation to R&D for most products. Some products are escalated via email but they are generally low volume older products.
- It's is highly available down time maybe 3 min every 3 months or so.
- Ease of use interface doesn't change much stable of the last 4 years.
- Search and account inventory are very accurate and useful.
- Advance filtering keyword searching with condition can usually be done but only by power users - make advanced search easier.
- Attachments size restrictions - could be our implementation not sure if its a product issue.
- No mandatory mandatory fields. Again this may be implementation dependent
February 26, 2019
Leader in Service Cloud Platforms
Salesforce Service Cloud is used in HR for Case Management for all the employees across the organization. It provides a unified platform for HR related queries from employees and manages follow-ups and communication in a seamless manner. The cloud is also linked to the call center and live chat agents for an omnichannel experience for the customers.
- Easy configuration and maintenance.
- Fast deployments and easy integration with the Dev Ops tool.
- Excellent out of the box features like Shield encryption.
- Slow support from the Salesforce support team.
- Intermittent performance issues mostly after new Salesforce releases.
February 21, 2019
Service Cloud changed how we support our clients
Our internal support desk uses Salesforce Service Cloud. We use it to handle support cases and to manage milestones. It helps us stay organize and communicate with the clients so they know where their reported issues stand. In addition, the Service Console makes it simple to work in Salesforce all day without having to flip back and forth between multiple applications.
- Allows users to email clients and communicate directly from the application.
- Links with our Knowledgebase so we can suggest help articles to our clients.
- Provide a single console which allows our users to work within one screen and avoid flipping between applications or needing to flip within Salesforce
- Configuration and setup were a bit cumbersome.
February 04, 2019
Worth the Investment
Salesforce is essentially the backbone of our organization -- all projects, assignments, and cases are how we keep things documented and centralized for everyone to access. This keeps our agency all on the same page in terms of progress, reporting, email marketing, and every other marketing effort we run through SF.
- Easy-to-use, Intuitive UX/UI - I can't speak to the overall setup, but it only takes a few minutes to understand Salesforce as a user.
- Social Media-like features - by @ing someone, I can easily loop multiple people in on projects in more of a laid-back tone/atmosphere.
- Notifications sent via email - I never miss a comment or assignment because of this.
- Difficulty setting up - While I can't speak to this specifically, it seems to be difficult to add to everything this platform has to offer.
December 22, 2018
Another Great Salesforce Product!
Our company uses Salesforce Service Cloud for our customer support department. They use it to log cases and track work efforts. They also use the live chat function to support our customers who prefer to chat over phone support.
- Service cloud is great for logging cases and tracking support effort.
- Live chat is easy to set up and provides a good chat experience for customers.
- Salesforce makes it easy to report on chat and casework so you know the top support issues you have.
- I’d like to see better reporting upon first contact. You can do it with some effort but nothing out of the box.
- Salesforce Service Cloud is still missing some features in lightning.
- They need to make it easier to automate the changing of Omnichannel status.
We use Service Cloud across our whole organization, wherever case management is needed. The primary use of Service Cloud is for providing case management for customer support, technical and non-technical. The big advantage of using Service Cloud is that all the case management is tired directly to our CRM data so that communication and collaboration between support teams and other parts of the business is much easier. We also use Service Cloud for managing some internal work processes.
- Emailing contacts has some nice features. We have service cloud setup to email contacts (using templates) and have the record automatically log on the case, then have the mailbox setup to sync back to the case record and notify the case owner that a response was received. This is a very nice feature for quick communication with thorough records to refer back to in the future. I’m not sure how much of this functionality is standard on the case object and how much we added as custom functionality since some of this was implemented before my time. But either way the functionality is possible and very handy.
- Integration with other SFDC functionality. While this isn’t necessarily a feature specific to Service Cloud, it’s really nice having the ability to read case data from all the other objects and applications we have in SFDC is a huge advantage vs. our previous tool for case management.
- Simple UI of the Service Cloud console view. I found the UI was very easy to understand and quick to navigate even as a new user.
- Integration with a customer portal based on salesforce communities. Allows our customers to manage their cases online and stay up to date on progress.
- Management of inactivity. We had to build some fairly complex customization for managing inactivity on a case, e.g., counting the number of business days or hours that have elapsed since last activity from the customer or the agent. That functionality is important to us for driving automatic notifications, escalations, and reporting. I’m surprised that’s not native functionality in Service Cloud
- This is a really specific complaint, so take with a grain of salt. Also goes to show you that I have few complaints about Service Cloud. But the issue is that when integrating another tool with Service Cloud for automatic case creation, the case description doesn’t have rich text formatting for the integration so all the text mapping from the 3rd party tool has to be formatted with HTML (like using
for a line break). I thought it might be the 3rd party tool, but it has no trouble carrying simple formatting like line breaks into other text fields in SFDC. Maybe there’s a reason, but this irritates me with my specific use case. - Tab use in the console view is difficult for me to adopt. I’m a heavy user of browser tabs and keyboard shortcuts to navigate between tabs, so the fact that Service Cloud console blocks me from opening records in new browser tabs, using the SFDC tab functionality instead, irritates me because then I can’t find browser shortcuts
April 13, 2018
Salesforce Service Clears the Clouds!
Service Cloud is being used by multiple divisions within our umbrella of 12 companies at the national financial firm. We use it as the central help desk for the entire enterprise (~1,000 nationwide employees). Having the ability for a single email to disperse employee requests to the correct regional IT department is extremely helpful in addressing issues quickly. We also use it for other departments (such as compliance, facilities, retail) in a similar aspect, in which there is a single email for the enterprise to submit forms or emails to the correct queue. Great for timeliness and audit tracking!
- Splitting service processes into the respective channels as needed (helpdesk vs. facilities; Midwest vs. Central regions). It's nice knowing that the issue can be addressed by the correct channel on first try.
- Communications are extremely effective - the ability to email back and forth and have it tracked on the correct ticket is great for auditing and training.
- The Console view is great as it helps agents see their work in a single screen, and also having Knowledge and chat integrated adds an extra flare to the quality of service.
- It would be nice to have inline coloring in list views to know who is changing or taking ownership of specific tickets as they are happening.
- When posting comments, it would be great to be able to select whether or not to notify the case owner or contact upon save.
- The emailing from an org-wide address gets a little tricky when people are trying to cc the full case owner. (example: facilities isn't the owner of the ticket, but is the queue - they would like to be notified as a queue any time communication happens to be aware of the current status).
January 30, 2018
Salesforce Service Console
As a consultant, I implement Service Cloud for other organizations. These organizations utilize the Service Cloud for being able to manage their caseload through the service cloud console and other features that are available to them. They get inbound cases through emails and there are auto-assignment rules that give each service rep a notification letting them know a relevant case has been submitted. They also get inbound cases through LiveAgent which is their online chat channel, allowing users to connect quickly with service reps and find solutions quicker than submitting an email case.
- Salesforce Service Cloud console in lightning experience is awesome
- Service Cloud console also allows for case auto-assignment and case queue's which is super helpful
- LiveAgent is an awesome addition to Service Cloud
- Lastly, nonprofits get 10 free service cloud licenses, so sweet.
- Service Cloud is a bit complex to set up, but as a consultant i've managed to understand the ins and outs for future implementations
December 19, 2017
Service Cloud Corrals Manufacturers' Service Requests
We utilize Service Cloud to organize all of our Aftermarket Service inquiries that come through email or website form submissions. These inquiries become cases, which are assigned and handled by our internal team of aftermarket support personnel. The creation of cases enables us to organize inquiries across all our personnel, so that they can each have visibility into who is working on what, avoid multiple people working on the same request, and have a record of the customer interaction, for follow up, if the initial assistance does not completely solve the customer issue.
The use of Service Cloud by our Aftermarket Service team enables our sales cloud users to assign cases to the service team as they have interactions with customers, and it also gives our sales team visibility into service instances that occur on their customer accounts.
The use of Service Cloud by our Aftermarket Service team enables our sales cloud users to assign cases to the service team as they have interactions with customers, and it also gives our sales team visibility into service instances that occur on their customer accounts.
- Case Creation.
- Linking cases to accounts and contacts.
- Utilizing reporting to identify trends in Service Cases (types, accounts, volume).
- If a case is reopened and then re-closed, you have to update the solution, and this overwrites the previous solution to the case. If a case is closed, reopened, then re-closed, it would be helpful to have multiple solutions for that case, instead of having to create a new case, as the continuity of the original case helps for visibility of the case evolution.
- Being able to attach files to emails so that they are visible in Classic and Lightning would be helpful, so our users can more easily move between the two.
- Better notification and identification of new messages on Cases when a user is in Lightning.
December 13, 2017
Great if you don't need business intelligence
Actually, it allows CSR to work on cases concurrently which increases their efficiency. Salesforce Service Cloud enables better case management. It gives the functionality of live agents. Although you need another license for it. Currently, we are using service console to show the products, contracts to CSR users.
- It allows better Case management. It allows CSR users to work simultaneously on multiple cases
- It provides a self-service option. Customers can search the knowledge articles themselves
- IT helps in reducing the customer support cost
- Salesforce has modularized costs for everything.I believe everything should be under one license
- We cant use custom fiscal years in new forecasting
- Monitoring tasks require users to run the report
November 09, 2017
Salesforce Service Cloud
It is used to combine all of our different offices globally to connect our leads, data, and accounts. It makes it extremely easy to look into the whole company's activity instead of having separate CRM's around the globe and helps our sales reps not touch each others accounts. It makes thing a whole lot easier.
- Improves support
- Organization
- Integration
- Ease of use
September 14, 2017
Easy service center application for Salesforce based shops
Service Cloud was the primary interface for all customer service and support activities with both our internal customer facing teams and external support staff. From there, customer data was managed and all calls, chats, emails, and support activities were tracked. We were attempting to find a single channel to manage these actions and create a queue of actions that need to be taken by the customer service team.
- My favorite thing about Service Cloud was the auto-assignment rules. It saved us a great deal of time and headaches to know that all tasks were routed to the most available person without management intervention.
- I appreciated the ability to create and tweak auto-assignment and queue rules. This allowed us to route tasks to the correct team members.
- Service Cloud was very easy to set up. I was able to get it up and running in a couple of days. Tweaking settings was easy, too - I was able to make changes without having to call an implementation specialist.
- The one shortfall that we had was with reporting. The customer service team was always asking for more abilities to report on activities.
September 11, 2017
Service Cloud, More than just a Silver Lining.
Service Cloud is used across the breadth of our company, from Billing to Sales to Service Delivery, Support and Training. It allows our company to manage support case flow, track billable activity, and for general service delivery. Prime use is with our support case ticketing system, but we have found that it is an excellent way to allow client submission for service requests as well that can be reported, tracked to completion, and billed. It also allows integration into Customer Success SAAS technologies such as Totango.
- Flexible reporting options. Really helpful for tracking flow of support and services in an organization.
- Ability to design workflow of cases for many different types of internal/External scenarios, such as billing, and internal offerings.
- Ability to integrate with other third party applications, especially in the app exchange.
- UI could be refreshed to be a little more aesthetically pleasing.
- Need a bit more ability to add custom time reporting options. They cover about 90% of your use cases. Would be nice to allow saving of custom time reporting parameters.
- Clearer way of joining reporting objects from different areas.
We use Salesforce Service Cloud to increase organization and results across our business operation team. I allows us to track internal cases to understand where we are spending our time and to help prioritize our cases more seamlessly.
- The analytics and dashboards allow us to gain insights that are hard to gather within other similar products.
- The ability to communicate within the platform with other internal employees about cases, etc.
- It seamlessly flows together with our other/existing Salesforce products that we use as a company allowing us to keep everything on one platform.
- Salesforce UI as a whole can often feel outdated and archaic which makes new and innovative companies more appealing with their fresh designs and new approach.
March 14, 2017
SFSC Review
We used Salesforce Service Cloud (SFSC) across our whole organisation as a pure CRM system. It was always a very complex system which I knew for years in the past in different platforms. As a service cloud, it emerged to become a location independent online tool.
- Very detailed.
- Truly complete client information.
- Strong track recording.
- Very time-consuming data entry due to complexity.
- Limited room for individualization.
July 20, 2016
Salesforce makes database management easier
Our association uses Salesforce for our member database.
- Easy search function
- Integrates with our email client
- Updates and changes are easy to make
- Event registration
- Enhanced search functions
- Ability to track no shows to an event
June 06, 2016
SFDC Service Cloud
Score 8 out of 10
Vetted Review
Verified User
I am a consulting partner of Salesforce and have implemented service cloud for clients. The tool is very useful and provides many benefits for clients that want to engage directly with customers while capturing data and useful analytics. The Community Cloud provides efficient self-service and case management is efficient in servicing customers in a professional/interactive manner.
- Efficient self-service
- Workflows provide automatic and personalized communications
- Easy to deploy
- Difficult to implement a complex security structure within Salesforce communities
April 27, 2016
SFDC Service Cloud Review
The whole organization utilizes Salesforce Service Cloud. It is used for case management of customer issues and complaints as well as contact center functions. Community is also layered onto the service cloud to provide case assistance through a portal and access to the knowledge base.
- Knowledge base is a great tool in Service Cloud. It's easy to manage and customize to meet the needs of internal users as well as customers. The relation to cases makes it helpful for internal users to find answers quickly.
- Most CTI integrations to Service Cloud that I have implemented or been part of implementing have been pretty seamless to plug and play and configure for screen pop and push messaging.
- The new service lightening console is very impressive. It provides so much more of a user friendly approach to managing incoming and outgoing service work. I'm implementing it right now and so far it has been pretty painless with good resources on how to get it up and going. Can't wait to see how it helps resolution close times for our service teams.
- Omni channel is still a newer feature in SFDC and is still missing critical features like skill based routing and out of the box reporting to help supervisors manage workload and staffing. I know SFDC is working on it and I'm eager to see how it gets upgraded because it doesn't do much right now.
- Overall, the cost of Service Cloud licenses can be an obstacle for some companies to embrace the product.
- Service Cloud doesn't automatically tie into larger back end processes like accounting so custom development is needed and can add additional expenses.
February 23, 2016
Simple and lightweight CRM for the org that needs efficiency and remote capabilities
Our whole organization has adopted Salesforce for managing our sponsored nonprofits and field consultants. In a nutshell, SF is a fantastic CRM that is lightweight on our organization that doesn't have much IT bandwidth to dedicate to issues and support. The SF community is wonderful and our organization as a whole is more connected to the customer and the realities of the nonprofit world.
- Support & Community
- Feature rich compared to on-premise CRM solutions
- Accessible Anywhere
- Interface can be overwhelming at times
- Some features aren't there, end up using other features to compensate (using features outside of their original design)
- Learning curve
September 30, 2015
Experience in using and implementing Salesforce Service Cloud makes it easy to recommend
Service Cloud is deeply embedded in our customer support processes. We utilize Cases, Chatter, Force.com, and Communities to communicate with our customers. It helps us effectively collaborate internally and with our customers to log and resolve issues. It eliminates the threading of email, provides concise logging and tracking of issues and keeps artifacts readily available for project and run teams.
- Service Console allows a customizable view of a great deal of information in a single location, keeping agent context within a click.
- Salesforce Knowledge easily provides access to multiple types of information for internal, customer, partner, and public use. It has the ability to feed agents the most relevant articles to help agents close cases with more ease.
- Service Cloud is highly extensible. We integrate it to many other systems and I have helped many customers integrate very relevant data into Salesforce to ensure age3nts have a more complete picture of the customer and their past interactions and transactions with the company.
- Service Cloud easily handles multiple channels of customer case intake with little need for customization. Much can be done through Configuration so you can get your project done sooner.
- Service Cloud is deeply tied to Sales and Marketing on Salesforce so it supports cross-departmental processes and helps build a 360 degree view of customers.
- Salesforce has a flexible model for routing of cases, but it could use improvement in the area of skills based routing and more complicated case assignment based on agent presence. Salesforce has this on their roadmap, so the functionality appears to be coming, but this is a typical area of customization when it comes to implementation.
- Service Cloud runs many large call centers around the world, but Salesforce could improve upon the process of onboarding and offboarding agents when it comes to high turnover and large call centers. This can certainly be done, but it's a bit of administrative work for customers today.
- Service Cloud has grown significantly and one evidence of that is the speed of product change in areas such as Questions, Answers, and Chatter Answers. They are all designed to be the same type of interaction where a customer can ask something of the community, be given possible solutions, and continue to post their question and receive an answer. That particular feature has been evolving, though it has not significantly affected existing implementations. The good thing is, the product keeps maturing.
September 15, 2014
Professional edition Salesforce Service Cloud
Score 8 out of 10
Vetted Review
Verified User
The application is used by most departments primarily as a CRM tool by Sales and Marketing. The case management module is used by Services and Support within the company. Although a very robust and highly customisable tool, Salesforce Service Cloud I think it is quite limited as we use the Professional edition.
- Very customisable. Since this is primarily a Sales application it can adapt to any organisation's process and if you are new to using Salesforce it can give you many out of the box tools that can be used.
- Case management is quite different to how it normally is presented on most of the market leaders but I think the approach to use the case management module in tandem with Accounts and contacts enables the CRM side of things to kick in. So the company and Account managers can have a holistic view of what issues are going on with their Accounts.
- If implemented correctly, the system admin can have a lot of control over how to set processes and ensuring data quality is managed right from the start. It helps to have the User interface as drag and drop and move things around if not done properly the first time.
- Professional edition has reports and dashboards that are very limited to the various cuts of data that need to sometimes talk to each other.
- Auto-refresh every time you need real time data is a pain. It never refreshes with the browser and depending on the number of widgets you have for a dashboard it can take a minute or two to get the latest info which if you are in a meeting can be slightly frustrating to wait
- Limitation as Support management is limited to only case management. It would be useful to have defect and release management capabilities to ensure companies that need to follow their SDLC can work with this
July 08, 2014
Tightly Integrated Solutions Management System for Increased Sales & Account Management Awareness
The Salesforce Service Cloud is being used to monitor and respond to cases/tickets that are submitted by customers. Our tickets range from feature/enhancement requests to bug issues, or requests for troubleshooting assistance. Therefore, the Sales portion of the product is only leveraged by our Business Development Managers (BDMs) and the Service Cloud portion is leveraged by the company's Field Application Engineers (FAEs, who are essentially our specialized technicians). The purpose of using the Service Cloud was to consolidate our activities, monitor any trends in requests/issues, and provide more accessibility and transparency between our FAEs and BDMs.
- Easy to use and implement. The system is fairly intuitive for users, as well as System Administrators who will monitor and setup the system. It's easy to create the ticket records, generate assignment rules, create escalation methods, establish communication, etc.
- I like the variety of options you have for submitting a case and communicating automatically back with the customer. (Such as creating automated web-to-case or email-to-case tickets, and sending automated response emails upon the creation or escalation of a ticket.)
- I like that the cases are tied with the Account. This allows the BDMs to be aware of what is going on with the account before touching base with the client. For example, it's helpful to know that someone is in the middle of troubleshooting a ticket before you give them a sales call. All email communications for the case can be tracked within the ticket, so the BDM can read up on the current status and all the details surrounding the issue.
- The email-to-case system and method for tracking emails is not seamless. Occasionally, emails get lost.
- The method for creating HTML for the web-to-case form is very easy, however there are very few ways to edit the code for the beginner HTML code user.
- I do not think escalation should require a 30 minute minimum. With specific criteria, there should be a way to escalate a case immediately.