USE CASE: Prevent Missing Comments When Salesforce Case Is Escalated

Problem: An escalated case offers no information on the reasons for escalation

When a Salesforce case gets escalated, the sense of urgency surrounding it goes up as well. New resources join the effort. Everyone involved needs to work seamlessly as a team to get to a fast resolution. That’s difficult to do if everyone is not working off the same page. Full documentation of the issues and reasons are needed when the case gets escalated.

Solution: Automatically warn the Salesforce user to include all pertinent escalation information

Using the Free Edition of the Data Quality Helper app, an Admin can easily create hard or soft validation rules to address various situations and inform users of the required or desired elements.

Salesforce default functionality only allows hard validation rules—if records are not properly created/updated, the save/submit is prevented. With the added functionality of Data Quality Helper, Admins have more flexibility to design unique validation rules that better serve organization goals across a number of situations, beyond this missing escalation information example. In addition, Admins can craft warning messages, customized by content and formatting. Finally, the app can provide a list view of all new and existing records with unresolved data validation issues—making future data cleanup easier. (Check out the Data Quality Helper Admin Guide for step-by-step instructions on how to set up validation rules.)

In this particular use case, the Admin has chosen to use a soft validation rule and customized warning empowering the Salesforce user to make a decision on how to proceed.

This warning says: “This case has been escalated without any reason given. Escalation context is important knowledge when communicating with the customer.”

Ideally, you want all the information you can get, but in some cases not having it may not be worth the cost of not being able to escalate (like with Salesforce’s default hard validation). The choice whether to use this app’s soft or hard validation is an Admin and organizational decision.

The good news is that, with Data Quality Helper, unresolved validation issues remain attached to the record. They aren’t one-time-only and just disappear. So it serves as a reminder to add the missing information later.

Besides enhanced data validation, this app also offers duplicate data detection and resolution that exceeds default Salesforce functionality. Plus, don’t forget to take advantage of the list view that shows all validation and duplication issues detected by the rules Admins created. Install the free version today!