Salesforce Case Management Workflows in Omnistudio
Hawk-eye editor with a passion for trailblazing Salesforce experiences
If you have been following our series of articles on Salesforce OmniStudio, you will know that this product has a wide variety of applications and can be customized to best suit the needs of a wide range of Omnistudio use cases. In this article, we take a closer look at how OmniStudio is able to streamline case management across a number of industries.
What is case management in Salesforce? All things considered, effective case management involves collaboration between all concerned, particularly between the party logging the case and the company or service provider who wants to provide the silver bullet and help solve the question at hand.
In addition, case solutions require a thorough understanding of relevant data, assessing the case, evaluating possible solutions, and resource pooling. Given these requirements, OmniStudio is an ideal platform for solving cases because it has advanced analytics and reporting, enables conversation across multiple channels, facilitates custom development and solutions, and empowers you to automate manual processes.
First up, we take a look at how you might go about managing a case with OmniStudio, and then we dive into some industry use cases.
How to Use Cases Management with Salesforce OmniStudio
Managing cases with OmniStudio is relatively straightforward and can be divided into several clear and demarcated steps.
Establish Requirements
To start, you should delineate the requirements of your case management Salesforce. In order to do so, you need to engage in continuous and detailed dialogue with stakeholders to ensure that you are not missing any key objectives. Compile a list of features and capabilities that you will need to devise based on stakeholder requirements to begin managing cases effectively. For instance, if you are providing case management solutions in a healthcare environment, you need to ensure that you know all relevant patient records to be accessed by the case management systems and that you understand the speed at which patients will expect responses to key queries. Once you have outlined the requirements of your case management project, you are ready for step number two.
Design an Effective Solution
Once you are fully up-to-speed on what this case management project requires, you are ready to create the architecture and set up the key data, which will define the management of your case. In this line of thought, set up custom flows visually. For example, in the area of customer service, you can choose to automatically notify higher management whenever you get a complaint or have new and arising customer questions added to an FAQ chatbot every week. The workflow you opt for is up to you, but ensure it meets the needs of stakeholders and the requirements decided on in step one. We suggest viewing a Salesforce case management demo, so you can better understand how these tools can be tailored to their specific needs.
Configuring Salesforce for Case Management Solution
Once you have designed an impactful case management solution, it is ready for configuration. Remember OmniStudio in Salesforce is designed for developers and to enhance the development experience, so during configuration, you can set up custom fields and standard or custom objects, and any rules you want using drag-and-drop. If you need to build your own lightning components, OmniStudio also facilitates this.
Test your Case Management in Salesforce with OmniStudio
One of OmniStudio’s key features is the ability to test any web application or product before deploying it, and case management is no different. This is your chance to make sure your design and configuration match stakeholder requirements. You can also ensure that no aspects of your solution are technically unsound to ensure a good digital experience. Once you can be sure that all is in order, you are ready to deploy your case management solution. In this final step, remember to familiarize employees with your case management system so that they know how to operate it and get the best from your solution.
Monitor Case Management System Salesforce Performance
OmniStudio gives you access to a full suite of sophisticated monitoring tools, fully integrated with real-time Salesforce data. Monitoring your case management, and its progress or failure, means you can pinpoint weaknesses and strengths, and make relevant adjustments.
This is the basic process of setting up case management with OmniStudio. For a full step-by-step guide, you can visit the OmniStudio website. Next up, we take a look at some common case management use cases.
OmniStudio Customer Service Case Management
Customer Service is a key area where case management can help automate tedious manual processes and provide greater experience satisfaction for users. With OmniStudio, it is easy to create tailored case management solutions for customer support. This can include setting up workflows, for example, automatically sending customers emails with updates on their queries, escalating specific cases to specialized teams, and informing the head of customer support when ongoing customer complaints are resolved. You can also monitor and view customer issues and problems with OmniStudio’s advanced reports and analytics.
Salesforce Legal Case Management with OmniStudio
Legal cases can often be complex and require efficient management of client documents, requests, and data. Case management with OmniStudio sets up work processes to take the edge off time-consuming manual work. So, for example, when a client makes a legal request, you can automate case management in Salesforce to pull their file from your database in seconds. Similarly, you can configure a workflow such that whenever a new case arises, you will be sent a list of related cases your firm has already undertaken for complete knowledge of precedents.
Utilizing Salesforce as a case management system offers a comprehensive solution for legal professionals. The Salesforce case management documentation provides detailed guidance on implementing workflows for your company’s specific needs. By following the Salesforce case management process flow outlined in the documentation, you can seamlessly integrate OmniStudio tools into your processes.
OmniStudio for Healthcare Cases
Healthcare case management can literally be the difference between life and death, and having access to the data-driven accuracy of OmniStudio can make all the difference. Set up rules to make sure patients are never left waiting and that difficult requests are immediately sent to relevant specialists. If a patient needs a document for a prescription or procedure, automatically have them sent and signed via email for optimum and personalized care.
OmniStudio for Swift IT Case Management
Case management is an integral part of any successful IT company. Ultimately, customers want speedy answers to their product questions and bugs to be resolved quickly. Customized case management for IT can be effectively implemented using OmniStudio. For example, you can set up efficient and automatic workflows to send customer queries to relevant departments, classify support tickets in terms of priority, and add bug lists to your next release queue.
Titan: An OmniStudio Alternative?
While OmniStudio is a comprehensive case management tool, it is certainly not the only one on the market. If you are looking for a faster, more cost-effective solution to meet all case management needs, you should consider Titan Web. With Titan, you get bi-directional Salesforce Integration at a fraction of the price.
Titan offers no-code Salesforce solutions and to work with any custom or standard Salesforce Object. We have all this and can help you speed up value to market and go to market!
If you liked learning about Omnistudio’s declarative tool, why not read about Titan Web Apps?
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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.
