Our call center is ready to achieve its potential, but before we close this chapter, let's add the last piece of the puzzle.
Let's talk about SLAs. If we are building service processes, we are giving our customers a way to contact us if something is wrong with their product.
Our company sells highly specialized software: if a software license is purchased, the customer receives email and chat support, but if they purchase, let's say, 10,000 licenses, we can provide 24/7 phone support.
In Salesforce, SLAs are handled with entitlements. In this scenario, we can create an entitlement object related to the customer's account.
If the customer calls the call center, the agent can have a look at the account's related list to see whether phone call support is available. If it isn't, the agent can suggest a new deal...
