Salesforce Case Comments and Tasks Made Spooky – The Halloween Edition

Data Should Meet People Where They Work

Today we’re pleased to announce Woobot for the Salesforce Service Cloud now includes the ability to Log Calls, Add Comments, and Email your customers directly from within Microsoft Teams and Slack so you can triage and collaborate around critical CRM data to solve customer problems faster and engage with the critical customer data required to drive decision making and put a smile on your customers’ faces!

Forward-thinking service operations managers are now looking to optimize performance across teams, and that includes combining messaging and data in real-time.

Because conversations can happen anywhere in Microsoft Teams and Slack, we’ll make sure your customer data is integrated right where the action is!

Salesforce Case comments And Tasks In Microsoft Teams

Creating and triaging Cases with your team has never been easier. Let’s look at an example use case where Case creation, team notifications, commenting, and emailing your customers all live as one in Microsoft Teams.

Gomez Addams has a problem, his dungeon door seems to be squeaking and he needs a tech to resolve this issue. It’s easy for an agent to create a Case, so they can engage with the organization to make things happen for Gomez.

Creating cases is quick and easy

Armed with some initial issue details, they can work up a quick Case for the support team right in Microsoft Teams.

Critical case details can be exposed based on your process

Smart Notifications work in real time based on Case criteria you define, and will find the right resources to solve issues where they already spend their day in Teams. Included with these notifications are customizable data fields and the ability to deliver them as things happen, or they can be time based to trigger on the time and date criteria that matters to you.

Here we see that that Dungeon door isn’t going to fix itself, so let’s use the More… button to open the Case while we work with Gomez on a resolution.

Smart notifications can be real time or time and date delayed based on criteria you define

From the Smart Card, we can add Case Comments for everyone involved to stay up to date with what’s happening. Looks like the agent has spoken with Gomez and determined the hinges need to be replaced on the Dungeon door!

Comments are now usable in Teams

The Smart Card holds all the relevant Case Details – including any follow-up conversations that take place while the issue is resolved. Looks like the Case has been updated to confirm new door hinges will be delivered to the Addams Family on October 31st! Let’s drop an email to Gomez so he knows when to expect his replacement hinges.

Smart Cards keep everything together 

Sending customer emails directly from a Case happens natively in Microsoft Teams, and allows teams to continue to stay in the context of the conversation to get things done and put a smile on Gomez’s face.

Send awesome emails that will delight your customers

Salesforce Case Comments And Tasks In Slack

Back to Gomez’s issue, where we’ll see how Slack users can create, triage, and respond to issues for quick collaboration and resolution with their extended team!

For Slack, creating Cases is as easy as using the woobot-new command to get down to business.

Creating cases is quick and easy

Again, Gomez Addams has a problem, his dungeon door seems to be squeaking and he needs a tech to resolve this issue. It’s easy for an agent to create a Case in Slack, so they can engage with the organization to make things happen for Gomez.

Critical case details can be exposed based on your process

Smart Notifications will again keep the team in the know, based on criteria you define.

Smart notifications can be real time or time and date delayed based on criteria you define

Making sure the team stays aligned as things progress is always easy using native Case Comments directly in Slack.

Comments are now usable in Slack

Because sending emails directly from a Case happens natively in Slack, your teams can continue to stay in the context of the conversation to get things done and put a smile on Gomez’s face.

Smart Cards keep everything together 

Signed, sealed, delivered – when you blend internal conversations with external outreach, all from within the spaces where everyone spends their day, productivity improves, and Salesforce is updated as a natural outcome of these activities.

Send awesome emails that will delight your customers

Bringing It All Together

Service Operations doesn’t have any time to waste. Internal and external conversations across your customer community need to be informed by the data driving the decision making.

Organizations need to move beyond simply connecting their enterprise clouds together and calling it a day. This data also needs to meet employees where they work, which requires that messaging apps and enterprise workflows be integrated around the way employees organize their work, rather than the way the organization dictates. When time is of the essence, and those SLA clocks are ticking, every minute saved allows your teams to get back to being productive.

The power of the Microsoft Teams and Slack platforms, coupled with Woobot’s deep Salesforce integration, allows enterprises to harness this new competitive edge – supported by a unique blend of customer service data and workflow that seamlessly threads itself within the conversation!

What’s Next?

It’s pretty simple.

We want to make working with enterprise data as easy as chatting with your team, because it just makes sense.

Now it’s your turn to experience the magic!

Brandon Oelling

Hey there! I'm Brandon Oelling, the founder of Woobot.io. Our team was awash in a sea of source systems, logins, and web forms to do simple things like responding to important changes in our business and collaborating with one another. We envisioned a world where our enterprise data lived in perfect harmony within our collaboration platforms. Turns out we weren't alone, so we built Woobot.io to fix that.