Salesforce Case Management Apps

Case Management Apps
Follow us @icsfdc
May 23rd, 2013
www.InternetCreations.com

@icsfdc
Agenda
1. Email to Case Premium
2. Case Merge Premium
3. Case Split
4. Case Flags
5. Internet Creations Labs

@icsfdc
1. Email to Case Premium
○ Extends the basic functionality of Salesforce.com's standard
email to case.
○ Add a comment and send an email in one click
○ Inbound emails create clean Case Comments
○ Auto Create new Contacts
○ Canned Comments with Merge Fields
○ Email Loop Protection
○ Drag & Drop Attachments
○ Add To, CC, and BCC Recipients with type-ahead
search
AppExchange Listing:
http://ic.force.com/e2cp

@icsfdc
2. Case Merge Premium
○ Enables authorized users to find duplicate Cases and merge
them together.
○ Duplicate Case Indicator
○ Automatically redirects inbound emails to the new
Case
○ Everything is archived
○ Merge your favorite fields
○ List view merging
http://ic.force.com/cmp

3. Case Split
@icsfdc
○ Split unrelated issues into new Cases.
○ Easily move or clone data from an existing Case
to a newly created Case
○ Choose what's copied
○ Supports standard and custom objects
http://ic.force.com/cs

@icsfdc
4. Case Flags
○ Monitor your organization's response times with Cases via
color coded flags.
○ Measure initial response time
○ Let flags age only during your business's hours of
operation.
○ Account-Specific Hours
http://ic.force.com/cf

@icsfdc
Free Case Apps for Salesforce
○ From the development labs of Internet Creations:
○ Add Me as Case Team Member
○ Take Ownership for Cases
○ Change Case Ownership Plus
http://www.internetcreations.com/labs/

@icsfdc
Questions?
AppExchange: ic.force.com/appexchange
Facebook: Facebook.com/WeAccelerateService
Twitter: @icsfdc

Salesforce Case Management Apps

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Salesforce Case Management Apps