SERVICE CLOUD
Fewer clicks between the customer and the answer
Cases routed on skill and load, a console that fits on one screen, and knowledge that surfaces before the agent has to go looking.
Service teams are measured on handling time, then given an interface that costs thirty seconds of hunting per case. The fix is rarely another metric — it’s removing the hunting.
We design the console around the three questions an agent asks on every case: who is this, what happened before, and what am I allowed to do. Everything else moves off the first screen. Routing then puts the case with someone qualified to close it first time, and knowledge is restructured so answers are retrievable rather than merely present.
What you get
- Skills-and-load-based routing (Omni-Channel) instead of queue lottery.
- A console layout designed against real case types, tested with real agents.
- Knowledge restructured for retrieval — article types, data categories, and a review cycle that keeps them true.
- Deflection through Experience Cloud and chat before a case is ever created.
- Entitlements, milestones and SLA clocks that reflect the contracts you actually signed.
- Macros and quick actions for the twelve things agents do fifty times a day.
Features
Case model and record types · Omni-Channel routing and presence · Console layout and utility bar · Email-to-Case, Web-to-Case, chat, messaging and voice channels · Knowledge (article types, data categories, approval flow) · Entitlements, milestones and escalation · Macros, quick text, quick actions · CSAT capture and reporting · Field Service foundations where relevant · Agentforce deflection layer
How we run it
01 Case-type and volume analysis · 02 Console and routing design with agent workshops · 03 Knowledge audit and restructure · 04 Build and integrate channels · 05 Agent enablement and pilot queue · 06 SLA and CSAT monitoring
What you receive
Case taxonomy · Routing model · Console specification · Knowledge information architecture and review cycle · Entitlement and SLA configuration · Macro library · Agent guide · CSAT and SLA dashboards
Common questions
How do we cut handling time without hurting quality?
By removing search and re-entry, not by rushing agents. We instrument where the seconds actually go before changing anything.
Should we start with chat or a portal?
Usually the portal, because deflection reduces volume; chat redirects it. Order depends on your case mix.
Can we route by language and skill?
Yes — Omni-Channel supports skills-based routing with capacity weighting, which we configure against your real staffing model.
What about voice?
Service Cloud Voice or a CTI integration both work. The decision is driven by your telephony contract and whether you need transcript-based automation.
Start here
Tell us what your CRM is getting wrong
Thirty minutes with a consultant, not a salesperson. You’ll leave the call with at least one thing you can fix yourself — whether or not you hire us.
Prefer email? hello@zeptglobal.com · Typical reply time: one business day