Personalized For Your Support Teams
Driving your service and support workflows in Slack with your important customer data is easier than ever now that Woobot supports all Salesforce clouds – including Einstein powered intelligent workflows.
Teams can now bring important service intelligence right into Slack so their critical case workflows, team hand-offs, and collaboration across the organization happens where they work!
… organizations need to move beyond simply connecting their enterprise clouds together and calling it a day.
Built for Speed
Support teams want to triage and collaborate quickly so they can escalate, close, and keep track of important incidents that need their attention over time. Here’s what a typical day might look like for a high-performance support team using Woobot for Slack.
Since the Tier 1 support team is in a Slack channel called inbound-cases, they can create and activate a New Inbound Case workflow to trigger and notify the team in that channel when a new case comes into the queue.
And Woobot drives more than just notifications to the team – it’s also enriched with both the context and case data!
Ahh yes, looks like some issues at 23 Elm Street and @boelling needs to triage this quickly, so they’ll use the More… button to view an ephemeral Case Detail Card:
It looks like Case Type is Electrical, which could be a huge problem, but they want to get more detail from the person who filed the case, and they’ll log a call when they do.
Updates to the Case in Salesforce are as easy as that, and Woobot has memorialized this activity in Salesforce for future audits and SLA reporting for leadership.
Sounds like all the readers are down at 23 Elm! The team needs to move quickly to restore service, so they’ll escalate the case to Priority 4 and reassign the to the Level 2 Support Lead.
Once reassigned, threaded conversations in Slack help tie the team together with dispatch resource to get someone onsite within the agreed upon SLA of 4 hours.
Long gone are the days of multiple logins, disjointed email threads and Chatter feeds that lack the ability to align the teams in context and in realtime. When everyone works in Slack, your enterprise data needs to do the same.
To do this, organizations need to move beyond simply connecting their enterprise clouds together and calling it a day.
Data also needs to meet these teams 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.
Using Woobot’s self service workbench, teams can configure notifications and detail cards to closely support the different ways in which a given team and its individual users interact on a daily basis with their data, so they can create automated actions or reconfigure the user experience to better suit the teams usage patterns.
It’s pretty simple.
We want to make working with enterprise data as easy as chatting in Slack.
Because it just makes sense.
Now it’s your turn to experience the magic.