Often, your customer service cases need follow-up in the future. Salesforce does not allow cases to resurface at a later time.
JB Case Scheduler solves this problem. It enables service agents to schedule a case for follow-up in the future. No need to create tasks or manually create reminders; just let JB Case Scheduler do its job and present the case at the time you set.
You can rely on the JB Case Scheduler to ensure consistent handling of planned case activity. Agents do not need to perform separate planning tasks and cannot forget or misplace follow-up cases. This means you can confidently live up to the promises you make to your customers.
Features
Screenshots
Installation
Make sure in the settings for the user the Flow User and Service Cloud user checkboxes are set in the user’s settings.
Make sure in your user settings the Flow User and Service Cloud user checkboxes are set.
Install the package from the Salesforce Appexchange (for Admins Only) (Make sure to set it up and test in a sandbox first) Follow the post install instructions page to finalize settings. Should you need to uninstall, please follow these instructions.
You can find post-installation instructions here. Make sure to familiarize yourself with the admin considerations. For all other questions please reach out to us on our contact page and select Support in the form.
Only people with full System Administrator profile can install as settings and scheduling of reactivation requires elevated permissions and access to all records.
Other questions
For orgs that have enabled Enhanced omni-channel a paused status is added to cases. This paused status is mainly for users that have cases assigned to them but need to pick up the case in a later stage. JB Case scheduler does not set the paused status at this moment as case status is usually something that is set by automations configured in the org itself, we do not want to interfere or jeopardize your automations. Click here for more info on pause case status.
We’ll publish updates in our blog and social channels. If you have feature requests we’ll be happy to include them if it enhances functionality for all customers, just drop us a line via the contact form.
Your existing cases are not affected in any way until you allow your agents to use JB Case Scheduler. Cases that they schedule are temporarily assigned to the Case Scheduler queue until they are reactivated.
Making your decision
Please drop us a line via the contact page and we’ll inform you of not for profit pricing.
Try for free for 30 days. You can install JB Case Scheduler in an (Sandbox) org for free for you to try it out. Visit our appexchange page, and choose “Try it free” to start.
You need to have Enterprise, Unlimited Service cloud licenses or a developer license. Please install on a Sandbox first to make sure proper operation, and review admin considerations.
We’ll publish updates in our blog and social channels. If you have feature requests we’ll be happy to include them if it enhances functionality for all customers, just drop us a line via the contact form.
Your existing cases are not affected in any way until you allow your agents to use JB Case Scheduler. Cases that they schedule are temporarily assigned to the Case Scheduler queue until they are reactivated.
For US and non-EU Companies you can pay by credit card. For EU based companies we accept SEPA and credit card.
Usually teams that have Omni Channel enabled and handle cases that cannot be solved in one interaction. JB Case Scheduler is useful when you have multiple instances where you need to follow-up your case on a later date/time.
You can find post-installation instructions here. Make sure to familiarize yourself with the admin considerations. For all other questions please reach out to us on our contact page and select Support in the form.
Details
The installed package contains these components:
- Finalize when package is done
When the configuration wizard is run, it performs these tasks:
- It checks if a Case Scheduler queue exists and creates one if this is not the case.
- It sets values for:
- Scheduling threshold – this is the default time offset the agent sees when scheduling a case. The agent can set this to any preferred time.
- Default re-activation queue – This is the default option presented to the agent for the Owner of the queue after the case is reactivated. The agent can choose whether to accept this queue, set the owner to themselves or specify another owner.
- Refresh interval – this is the frequency of the checks we do if a case needs reactivation. Default is each 15 minutes.
- Default Scheduling reason – this is the default text we show. What you set here can be changed by the agent at the time of scheduling.
Case scheduler works as follows:
- When the Scheduling component is added to the Case page layout an agent can schedule the case for later follow up.
- An agent can set these options when scheduling:
- The reactivation time: this is the time the case will become active again.
- The reactivation owner: After the case is reactivated this is the owner that we will set. Setting this to an omni channel queue enables the flexibility of omni channel routing. But the user can choose to set themselves or other queues as owners.
- Reason text: This is the text we will put on the feed of a scheduled case and in the reactivation message. This text is used to inform/remind users of the reason why the case was scheduled.
- After the case is scheduled it gets a new owner; the Case Scheduler queue. It remains here until the time specified.
- JB Case Scheduler will check each 15 minutes (or any other frequency specified during config) if cases can be reactivated. Please keep this in mind in setting expectations for agents.
- When a case is scheduled the Case Scheduler component shows the reactivation time and a notification the case is scheduled.
- The agent can choose to unschedule a case manually. The owner of the case then becomes the agent that unschedules.
Case scheduler delivers most value when used in conjunction with Omni channel routing.
You can find all available release notes here.
Just installed JB Case Scheduler? Please follow these steps to start using it.