Here are some of the Key benefits of using Cases.
With SLAs, you can set different response time and resolution time targets for cases with different priorities. These might be your internal targets or commitments to customers. With multiple SLAs, you can offer differentiated service to VIP customers.
Business Hours linked to SLAs ensure that the SLA clock runs only when you are working and stops during off-hours.
When a Case is at risk of violating an SLA, an alert is sent ahead of time, and if the time has crossed past the SLA then an escalation is sent. You can notify individuals or groups.
Agents can rest easy that they can keep picking the cases from the top of the list. The list is already ordered by time remaining on SLA.
For example, a partner manager should can be notified if a Case is in Wait for 3rd party stage for more than 8 hours.
When a reply is received by a customer, a Case goes from ‘Wait for Customer’ back to ‘Open’ automatically. Also, to cover the scenario where you might be waiting for a 3rd party, there is a state called ‘Wait for 3rd party’
You can see if someone else is also looking at the same Case and avoid duplication of effort.
Support team management will love what they will find in the Insights. Besides tracking SLA performance over time, you can find identify problem areas and take actions.