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Case Escalation and Routing Rules
Case escalation and routing rules are an integral part of any CRM system. They control how support requests are handled and by whom. You can set up routing and escalation rules within Salesboom to control how your customer cases are handled within your organization.
Salesboom's case rules can be assigned conditions that are 100% customizable and determine exactly how each case should be handled depending on the specific details each case created or modified. Cases can be reassigned to different users based on 100% customizable conditionals.
Once a case rule is triggered, Salesboom will automatically alert users, create follow up tasks and reassign the case to the appropriate support rep for solving. Rules are triggered when cases are created, modified, or escalated.
Following are a couple examples of Case Management scenarios easily automated by Salesboom. Feel free to create your own.
- If Customer Support escalates a case on one of your important customers, send a real time email alert to the sales representative and create a task for him and the sales manager to make sure the relationship with the large account is maintained. As well, notify the manager of customer service and reassign the case to a member of the Case Escalation Team that specializes in escalated cases.
- If a customer submits a trouble ticket of a late shipment, Salesboom can automatically alert the shipping department and the customer's service representative. Simultaneously, Salesboom can create a task for the customer's service representative to follow up with a service call to maintain good customer relations.
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