Using a variety of Workflows you can really reduce administration of the Service Cloud when it comes to customers that aren’t replying. In my previous post 8 Essential Service Cloud Workflows I talked briefly about different ways to deal with this, and in a nut shell theres not going to be a silver bullet for every business. In previous implementations I’ve used a variety of chase up emails at different intervals which eventually leads up to the closing of the case if no response has been received from the customer. As I’ve said previously this isn’t going to work for everyone, but I will work through an example and hopefully it will give you some ideas to implement something similar into your own Org.
- Click on Setup | Create | Workflows & Approvals | Workflow Rules
- Click on New Rule
- Select Case as the Workflow Object
- Name your Rule and give it a description
- Evaluation Criteria should be set as created, and any time it’s edited to subsequently meet criteria
- In the simple formula editor we can set the field as Email Message:Incoming, Operator as equals and Value as the status that you wish to use as the indicator that a case is dormant.
The trick with a workflow process like this is to used Time-based workflows. We can set up multiple time based actions when the criteria is met. The brilliant thing with these is that as soon as the criteria is not met anymore it will cancel any actions that are scheduled to go off. This means if we have a 10 day chase up, then a 15 day chase up and then if no answer comes in after 20 days, we close the case. If the customer does respond anywhere in this process then it will cancel the remaining actions.
Below you can see the actions I have added to this particular workflow.
There is nothing complicated about the above actions they are just very simple email templates. One thing that should be noted though is the recipient field. You need to make sure that this is set to the Email Field:Contact Email, this will ensure the email is sent to the customer that created the case.
So some really simple stuff here that can be really effective in saving your agents time knowing that chasing up customers and closing dormant cases is all handled by Salesforce.