- Case Management with Salesforce \u2013 basic capabilities\u00a0\u00a0<\/a>
- Guide : Int\u00e9gration de Microsoft Teams et de Salesforce<\/a><\/li><\/ul><\/li>
- Effective case management with Microsoft Teams and Salesforce\u00a0<\/a>
- Create a Case Management team in Microsoft Teams with the right people\u00a0<\/a><\/li>
- Integrate Salesforce with Microsoft Teams\u00a0\u00a0\u00a0<\/a><\/li>
- \u00a0Customize tabs with other apps\u00a0<\/a><\/li><\/ul><\/li>
- Automate processes with Salesforce and Microsoft Teams templates\u00a0<\/a>
- Get automatically created teams for each new case\u00a0\u00a0<\/a><\/li>
- Create channels for each new case\u00a0\u00a0<\/a><\/li>
- Archive or delete teams when a case is closed\u00a0\u00a0<\/a><\/li>
- Manage naming convention to avoid mess in Teams\u00a0<\/a><\/li><\/ul><\/li><\/ul>\n\t\t\t<\/div>\n\t\t<\/div><\/div>\n\n\n
<\/div>\n\n\n\nCase Management with Salesforce \u2013 basic capabilities <\/h2>\n\n\n\n
<\/div>\n\n\n\nUsing special software for case management allows you to immediately react to any customers\u2019 questions and deliver support in a highly efficient way. If you store customer data in Salesforce, you may know that you can manage cases. With Salesforce Service Cloud <\/a>your case managers can view and respond to any customer requests, from claim processing to bug tracking.<\/p>\n\n\n\n
Cases are Salesforce records that keep information about customer issues, show managers a complete customer overview, and much more. Therefore, you can create a new case, and upload all the necessary information: <\/p>\n\n\n\n
- Contact and Account Name <\/li>
- Case Type <\/li>
- Product Type<\/li>
- Priority <\/li>
- Case origin <\/li>
- Case reason <\/li>
- Contact\u2019s information, etc. <\/li><\/ul>\n\n\n\n
![\"case](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/07\/service-feature-case-management.png\")
Case Management Salesforce<\/a><\/figcaption><\/figure>\n\n\n\n <\/div>\n\n\n\nMoreover, add a description with internal comments to elaborate on details. Thus, you can quickly create a new case, upload all the necessary information, track the progress, and much more. <\/p>\n\n\n\n
Next, let\u2019s discuss how you can align people from different departments who are working on the same case. <\/p>\n\n\n\n
<\/div>\n\n\n\n![\"\"](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2022\/10\/Guide-1024x576.png\")
<\/figure>\nGuide : Int\u00e9gration de Microsoft Teams et de Salesforce<\/h3>\n\n\n\n
- Pourquoi int\u00e9grer Salesforce \u00e0 Teams ?<\/li>
- Toutes les possibilit\u00e9s d'int\u00e9gration <\/li>
- Cas d'utilisation les plus demand\u00e9s<\/li>
- Comment configurer les int\u00e9grations<\/li><\/ul>\n\n\n\n\t\t\t\n\t\t\t\t\n\t\t\t\t\tT\u00e9l\u00e9charger<\/strong><\/span>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t<\/div><\/div><\/div><\/div>\n\n\n\n<\/div>\n\n\n\n
Effective case management with Microsoft Teams and Salesforce <\/h2>\n\n\n\n
<\/div>\n\n\n\nMany organizations use Microsoft Teams to build an ideal collaborative workspace. Now, let\u2019s describe a common use case when a company uses both Microsoft Teams et Salesforce<\/a>. <\/p>\n\n\n\n
![\"Salesforce](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/05\/salesforce-teams-conversation.png\")
<\/figure>\n\n\n\n<\/div>\n\n\n\nSuppose your sales department works with Salesforce to store customer data and communicate with prospects. When a customer processes a claim or requests some service, your case manager needs to create a new case record in Salesforce. <\/p>\n\n\n\n
As we mentioned before, case management is a complex process that includes various steps from screening and determining risks to resolving the issue and evaluating. This means that more people will be involved in the process. IT specialists, legal department representatives, technicians, and managers from other departments may need to contribute to closing the case. <\/p>\n\n\n\n
So how to align a case manager who is creating cases in Salesforce with other colleagues who are working on resolving the same issue and may not have the Salesforce license? With Microsoft Teams and Salesforce integration you can easily build an ideal workspace to close cases quickly and efficiently. <\/p>\n\n\n\n
<\/div>\n\n\n\nCreate a Case Management team in Microsoft Teams with the right people <\/h3>\n\n\n\n
![\"case](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/07\/E14579CD-61E9-4339-BF8E-2A118691FB7D_4_5005_c.jpeg\")
<\/figure>\n\n\n\nFirst, you can create a new team in Microsoft Teams with relevant channels and content. Thus, your colleagues will have a space to collaborate on essential cases without losing information. So, you can create standard and private channels for each new case or create a new team for each new case (learn how to create teams automatically from Salesforce \u2013 link). <\/p>\n\n\n\n
Learn how to create Case Management Template<\/a><\/p>\n\n\n\n
<\/div>\n\n\n\nAdd the right people as owners and members of the case management team. That may be managers from legal, IT, customer support departments – everyone involved into the case management process. <\/p>\n\n\n\n
<\/div>\n\n\n\nIntegrate Salesforce with Microsoft Teams
<\/h3>\n\n\n\nNext, you can bring your Salesforce environment right into the case management team in Microsoft Teams. To do this, you can download the Salesforce app for Microsoft Teams and collaborate on any Salesforce record without juggling between apps. Indeed, Microsoft announced their integration with Salesforce that allows you to:
<\/p>\n\n\n\n- Share Salesforce records via Teams chats and channels <\/li>
- Edit records right from Microsoft Teams <\/li>
- Add Salesforce records as a new channel tab. <\/li><\/ul>\n\n\n\n
En savoir plus<\/a> <\/p>\n\n\n\n
In this case, you can add a Salesforce record with a new case as a new tab into the related channel. There your team members can collaborate on new cases, resolve issues, process requests and claims, create tickets, and so on.
Moreover, you can also edit records right in Teams to attach details and close resolved requests. <\/p>\n\n\n\n<\/div>\n\n\n\n
Customize tabs with other apps <\/h3>\n\n\n\nFinally, connect other apps to your Teams to simplify your daily work and collaborate on closing cases efficiently. For example:
<\/p>\n\n\n\n- Construire Planificateur<\/a> to manage daily tasks and track work progress. <\/li>
- Utilisation Microsoft Forms<\/a> to collect customer feedback and share results right in the Teams channel. <\/li>
- Connectez Yammer<\/a> to stay connected with experts and managers.<\/li>
- Upload the SharePoint<\/a> library with guidelines, codes of practices, and templates to simplify and structure your colleagues\u2019 work. <\/li>
- G\u00e9rez Approval apps<\/a> to streamline your approval process and speed up case closing. <\/li><\/ul>\n\n\n\n
As a result, by integrating Salesforce with Microsoft Teams, you\u2019re able to improve your collaboration around case management. Create a new case in Salesforce using the contact’s data and easily share this record with other colleagues through Microsoft Teams. Plan activities, mitigate risks, resolve issues, and build trust-based relationships with your key accounts and customers. <\/p>\n\n\n\n
<\/div>\n\n\n\nAutomate processes with Salesforce and Microsoft Teams templates <\/h2>\n\n\n\n
Next, when you know how to integrate Teams with Salesforce, let\u2019s see how you can streamline and scale the case management process. According to our use case, you need to create a new collaboration space for each new case \u2013 a team or a channel. This allows you to avoid a mess in Teams, loss of information, and structure your workspace. <\/p>\n\n\n\n
But now you may wonder how to automate the process of the team or channel creation. By streamlining collaborative workspace creation, you will save your work time and get the same level of execution from one case to another. Let\u2019s see how it works. <\/p>\n\n\n\n
With advanced Salesforce and Microsoft Teams integration, you\u2019re able to automatically create teams or channels for each Salesforce record. Moreover, new teams will contain all necessary content such as: <\/p>\n\n\n\n
- Files and folders <\/li>
- Onglets avec applications <\/li>
- Permanent owners and members <\/li>
- Right team\u2019s name with dynamic content from Salesforce, etc. <\/li><\/ul>\n\n\n\n
![\"Case](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/07\/FC15C90C-8B54-4430-A5E9-A7C0FA8542F2-1024x578.jpeg\")
<\/figure>\n\n\n\nSounds great? Let us go through some common use cases. <\/p>\n\n\n\n
<\/div>\n\n\n\nGet automatically created teams for each new case <\/h3>\n\n\n\n
Imagine, your company provides software services for other businesses. And your key account encounters some type of error in your app. To fix this request your case manager needs to create a new case in Salesforce with all the details. With advanced Salesforce and Teams integration, you will get an automatically created team once a new case is added in Salesforce. <\/p>\n\n\n\n
![\"ventestim-connexions\"](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/04\/salestim-connections-1024x639.png\")
<\/figure>\n\n\n\n<\/div>\n\n\n\nMoreover, a team contains: <\/p>\n\n\n\n
- Standard and private channels. <\/li>
- Pre-built set of tasks to standardize repetitive processes. <\/li>
- Tabs with apps including Yammer Communities, SharePoint Libraries, Forms, etc. <\/li>
- Permanent owners and members, for example technicians, executives, case manager, etc. <\/li>
- Files and folders with guidelines, codes of practice, and more. <\/li><\/ul>\n\n\n\n
\n ![\"Case](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/07\/5382A9C4-CB7E-4884-8D92-74C0AA8CBB14.jpeg\")
<\/figure>\n\n\n\n![\"Case](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/07\/D6D026F0-2E09-4171-B990-709963A9DEDC.jpeg\")
<\/figure>\n\n\n\n![\"Case](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/07\/B2FCD97F-751D-42A5-892F-90A6B08E49AA.jpeg\")
<\/figure>\nTeams created from the Case Management template with all content included <\/figcaption><\/figure>\n\n\n\n <\/div>\n\n\n\nTherefore, each time a new case is created in Salesforce, you will get a pre-built collaboration workspace in Microsoft Teams. And your colleagues will work on cases in a highly efficient way without losing time on routine tasks. <\/p>\n\n\n\n
<\/div>\n\n\n\nCreate channels for each new case <\/h3>\n\n\n\n
No need to create an entire team for each new case? You can easily get a team’s channel per each new Salesforce record. Choose the needed team and get a new channel each time when the case manager adds a new case in Salesforce. <\/p>\n\n\n\n
![\"\"](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/07\/sync-a-channel-case-management-1024x627.png\")
<\/figure>\n\n\n\nResolve issues and run case management process in a pre-built workspace <\/p>\n\n\n\n
- Utilisation Microsoft Forms<\/a> to collect customer feedback and share results right in the Teams channel. <\/li>
- Construire Planificateur<\/a> to manage daily tasks and track work progress. <\/li>
- Create channels for each new case\u00a0\u00a0<\/a><\/li>
- Integrate Salesforce with Microsoft Teams\u00a0\u00a0\u00a0<\/a><\/li>
- Effective case management with Microsoft Teams and Salesforce\u00a0<\/a>
- Guide : Int\u00e9gration de Microsoft Teams et de Salesforce<\/a><\/li><\/ul><\/li>
![\"\"](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/05\/opportunity-delete-team-1024x639.png\")
<\/figure>\n\n\n\n![\"Case](\"https:\/\/nboldapp.com\/wp-content\/uploads\/2021\/07\/CFFC8EDB-2BCF-48EA-A163-3FFDFAA36431-1024x582.jpeg\")
<\/figure>\n\n\n\n