How to automate IT support with Salesforce ITSC
Even the most effective IT support systems need some degree of human intervention. However, you can still drastically cut down on the time your team spends on manual tasks by automating many of your customer requests. This helps create better customer relationships while reducing the strain on your resources. Here are 5 ways to automate IT support with Salesforce ITSC.
1) Standardize Support Processes
It is important to have a system in place that provides real-time access to relevant content as a firm. Salesforce ITSC helps businesses accomplish just that by centralizing all of your company's information in one location—from standard operating procedures and product manuals to website content. So even if one employee leaves, it does not disrupt operations because knowledge is accessible at any time.
2) Integrate with Existing Tools
One key benefit of using cloud-based tools like Salesforce ITSC is its integration capabilities. SalesForce ITSC allows users to build their own rules for automatic integrations. This is great for companies that have existing tools that they want to be integrated into their system but don't have time or resources to build out that functionality themselves. If your company has any kind of CRM, customer relationship management system, or help desk automation platform in place, this might be one way you can save time and cost.
3) Create Automated Tasks for End Users
One of your top goals should be to create automated tasks for end-users that save them time and make their lives easier. These tasks need not require effort, but they do require adherence. One example is an automated task that sets up an alert when a user's computer stops responding, opens a trouble ticket in Service Cloud, then escalates it once a certain time passes. This means users don't have to do anything when their computers are having issues—they can just let things take care of themselves. In addition, you can create an automated workflow that triggers additional alerts after 10 minutes or one hour if users still haven't responded.
4) Set Up an Inbound Support Desk
Inbound support, by contrast, is about establishing a channel for users or customers to get in touch with you when they need help. Setting up an inbound support desk helps increase customer satisfaction and retention by proactively keeping track of customer needs. Best of all, it provides direct opportunities for sales. If a customer is stuck on something and has an immediate need that you can solve, there is a much better chance they will buy your product or service right then. Since most businesses spend nearly 50% of their time managing tickets and issues, automating them saves money & time while focusing your team on providing expertise.
5) Personalize Support Processes by Business Unit or Line of Business
Customers, like employees, are unique. Every company is different, and every business unit within each company has unique needs that can be met by a customized system like Salesforce ITSC. Automating technology support processes saves your organization time and money by streamlining tech support to run more smoothly and efficiently. By incorporating business units and lines of businesses into your technology solutions, you ensure that even small organizations have access to fully automated IT service management (ITSM) for managing day-to-day technical issues.
6) Manage Incident Queues & Prioritization
Although case management is a key component of successful service management, many teams struggle with turning these case records into business assets. One particular challenge is related to incident prioritization and management. Before you start automating your cases, it is crucial that you understand how they fit into your day-to-day workflow. By investing in an excellent place to organize and prioritize cases, you will easily define which ones are urgent, which ones are important but not critical, and which ones can wait until tomorrow.
Conclusion
In today's era of rapidly advancing technology, businesses need to stay at least one step ahead of their customers and use all available tools to ensure a high-quality experience. Tools like Salesforce ITSC can help automate IT support and improve customer service by making resources readily available at any time and on demand.
