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Case Flags

Case Flags is a 100% native app for Salesforce that automatically prioritizes agent workload to improve response time and help support teams meet their SLAs.

Prioritize Cases Intelligently

Customers don’t like to wait. Automatically prioritize cases and prevent SLA violations.

Always Know What to Work on Next

Color-coded flags clearly let agents know which cases require responses. No more cherry-picking.

Improve Responsiveness

Start measuring and decreasing response times right away, per agent or org-wide. Don’t let a waiting customer become an ex-customer.

Install it:

  • Visit the AppExchange.
  • Install for Specific Profiles.
  • Select Full Access for all profiles.
  • Click Install.
‍Please note: Email to Case must be enabled prior to installation.
Image of the Case Flags AppExchange Tile.
How to Install Vicasso AppsDocumentation for Case Flags

Configure it:

Add the Case Flags Lightning Component to a Lightning record page.
  • Go to Setup | Object Manager | Case | Lightning Record Pages.
  • Click on the layout you want to edit. Click Edit.
  • Search for "Case Flags" in the left sidebar, under Lightning Components.
  • Click and drag "Case Flags" onto the page, to the desired location.
  • Edit design properties as desired.
  • Hit the "Save" button.
Add the Case Flags Utility Bar Lightning component to your Lightning App.
  • Navigate to Setup | Apps | App Manager.
  • Click Edit next to the Lightning App for which you wish to add the Utility Bar component.
  • Under App Settings, select the Utility Items tab and click Add Utility Item.
  • Under the Custom section, select Case Flags Utility Bar.
  • The defaults for the Utility Item Properties and Component Properties can be left as is. However, we recommend setting the Panel Width to 400.
  • Make sure to select the "Starts Automatically" checkbox. This will allow for the component to refresh when the page loads, instead of when an agent clicks on the utility bar component.
Pro Tip: Add the Case Flags Switchboard to your Favorites for easy demo access!

Pitch it:

  • Problem: Support agents have no effective way to prioritize their workload, which leads to cherry-picking easy cases, breached SLAs, and cases slipping through the cracks.
  • Solution: Case Flags automatically delivers the highest priority case to agents, and uses color-coded flags as visual cues to signal what stage the case is in.
Screenshot from Vicasso's Case Flags app highlighting the Utility Bar

Demo it:

  • Open a case list view and demonstrate how an agent would need to click into each case, wait for it to load, and then decide if it’s the most urgent case.
  • Then, show how the process of opening your next case would look with the Case Flags Utility Bar. Open the Utility Bar and click on the first case. Clear that flag and show how the Utility Bar instantly updates with the next case to work. Do it a few times to show how the Utility Bar works in real time.
  • Next, show the case list view with the Case Flags Flag (BH) column active, so you can demonstrate the visual of priority levels.
  • Click into a case to showcase the Case Flags component, which will allow you to talk through the flag aging speeds and history tracking.
  • Navigate to the Setup Wizard and talk through the different options for Flag Events and Flag Aging Speeds. 
  • Showcase how a support manager can rebalance team workload using the Switchboard, with drag and drop case reassignment.
  • Lastly, navigate to Reports & Dashboards to show how Case Flags measures and reports on service metrics.
Screenshot from Vicasso Case Flags app highlighting the Switchboard and drag and drop functionality
Make sure your trial experience is great. Let us help.

Contact Partner Sales

Ketly Dorelus
Partner Alliance Manager

Contact Technical Support

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