Learn how Aleksandra Radovanovic created automation that helps streamline and improve the process for capturing incidents and outages and communicating with customers in a timely fashion …
Here are highlights from article Implement a Scalable Incident Creation and Notification Process | Automate This! – Salesforce Admins
1. Use case: Streamline incident capture and communication process
– Importance of keeping customers updated about incidents, outages, and system maintenance
– Need for complete and accurate information for internal audit and service reporting
– Importance of having a streamlined and easily upgradeable process to capture information
2. Manual process as a default solution
– Support team initially used a manual process to track incidents and maintenance schedules
– Process was time-consuming and prone to errors or missing information
3. Interim solution with a screen flow
– Introduction of screen flows to automate creation of Trust records
– Built a complex screen flow with multiple screens, decisions, and assignments
– Improved data population and simplified training process for new agents
– User experience for support agents not significantly improved due to excessive steps and clicks
4. Final solution: Dynamic Forms in screen flows
– Decision to revamp screen flow using Dynamic Forms in Winter ’23 release
– Goal to increase efficiency and streamline the process
– Aim to lower the number of steps and clicks required for Trust record creation and customer notification.
You can read it here: https://sfdc.blog/IRAJV
Source from admin(dot)salesforce(dot)com