Case custom reports
Case assignment rules
Display articles in a public knowledge base.
Display articles in Salesforce Answers.
Display articles with HTML, images and links.
Publish articles to the web using Salesforce Publisher.
Eliminates the need to track service level agreements.
Reduces incoming call volume.
Enables customers to log inquires without contacting an agent
Eliminates the need for support agents
Create a task related to the article with a reminder set for the article start date
Create a workflow rule to update the article status to Published on the article start date
Set the article publish date to automatically display the article on the start date
Send an email reminder to update the article status to Published on the start date
Reduce the cost per call
Train support agents
Align agent performance goals with KPIs
Hire additional support agents
Agent hours worked and agent wage rate
Average seconds to answer and talk time
Talk time and call wrap time
Case status and case age
Prepare a test set of articles for import into the sandbox
Import all articles and then delete those which are not important
De-prioritize data quality, because articles can be modified by the KB manager after deployment
A one-time import of only the most frequently used articles
Migrate using change sets.
Manually re-create the configuration.
Migrate using the data loader.
Migrate by clicking the refresh production button.
Set up an internal ideas site for each product line.
Set up a Chatter group for each product line.
Set up a Case queue for each product line.
Set up Document folders for each product line.
Create a Visualforce page for selecting the associated records and entering the new case information.
Create an Apex page for selecting the associated records and entering the new case information.
Modify the case page layout to include attributes necessary for creating a new contact.
Modify the case page layout and enable the quick create feature for contact creation.
Case submitted using chat
Rout cases to agents in an alternate center
Disable the Interactive Voice Response (IVR) system
Deliver training on case handling for contingent staff
Update the case status field values
Allow agents to create Knowledge articles when closing a case.
Require agents to create Knowledge articles when opening a case.
Add the Submit feedback button on articles
Add the Submit Feedback button on the solutions tab.
Create three article types for each product area (Personal Banking, Mortgage, and CD).
Create three data categories for each product area (Personal Banking, Mortgage, and CD)
Create two data categories to display information (Question/Answer, Product Info).
Create two article types to display information (Question/Answer, Product Info).
Email articles in PDF format.
Add a comment to an article.
Search Knowledge using case information.
Convert a case attachment to an article.
Configure case status values.
Enable field tracking history for fields.
Update case comments using a trigger.
Create list views for each case queue/
Create solutions and publish the solutions to the self-service portal.
Create Knowledge articles and publish them to all channels.
Create Content documents and add them to a work pace accessed by all users.
Create case attachments and upload attachments to a directory accessed by all users.
Automatic Call Distributior
Private Branch Exchange
Interactive Voice Responce
Time and Attendance