"Customer called back and was rude and demanded to speak to a supervisor. I attempted to explain how to fix his issue but he hung up and called back 3 times, hanging up each time."
--> You sure you would want comments to be fired off to the customer? Imagine the blow-back from that common case comments usage! I'm sure this functionality (advanced case workflow) isn't limited to this scenario, but a rather poor example, IMO.
Salesforce lets you add both public (customer facing) and private case comments to a case for situations like this.
This new functionality lets you drive workflow based off of those comments. One example is that you can automatically send an email to a customer after adding comments. That email can contain whatever you want...the case comments, or anything else.
Train your staff...it's not rocket science. Software apps don't replace common sense. Or have an internal only comments section.
u9700528 2 years ago
"Customer called back and was rude and demanded to speak to a supervisor. I attempted to explain how to fix his issue but he hung up and called back 3 times, hanging up each time."
--> You sure you would want comments to be fired off to the customer? Imagine the blow-back from that common case comments usage! I'm sure this functionality (advanced case workflow) isn't limited to this scenario, but a rather poor example, IMO.
flydood 2 years ago
Salesforce lets you add both public (customer facing) and private case comments to a case for situations like this.
This new functionality lets you drive workflow based off of those comments. One example is that you can automatically send an email to a customer after adding comments. That email can contain whatever you want...the case comments, or anything else.
kylec2000 2 years ago