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A veterinary health company gave agents case prioritization and gave leaders SLA reporting as it introduced formal service commitments.
A veterinary health company was introducing formal SLAs across its Salesforce support organization.
The rollout needed two things the team did not yet have: a way for agents to know which case to work next, and reporting accurate enough for leaders to manage against the new commitments. It also needed to handle agents being out of office without cases stalling.
Case Flags provides a visual indicator of case urgency so agents can satisfy SLA commitments without checking timers.
The Utility Bar reduces the time agents spend deciding what to work on, and the Switchboard gives leaders a way to reassign coverage around out-of-office events.
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