Maximizing Salesforce Scheduling Accuracy With Workforce Management
Helpdesk cases are typically complex, requiring more time and effort for agents to resolve.
Knowing this makes the challenge of scheduling efficiency even more important.
You may already be using Salesforce to automate service processes, streamline workflows, resolve cases and route omni-channel. But when it comes to scheduling, Salesforce would benefit from a little help.
That’s where workforce management (WFM) comes in.
Monet’s Workforce Management for Salesforce is the result of years of research into the easiest and most reliable technology solutions that would allow a helpdesk to build optimal schedules in real time.
When the schedule is right, you’ll know you will always have the right number of helpdesk agents available, every hour of every shift, delivering the kind of service your customers expect.
Of course, scheduling is only part of what is required for casework efficiency. Fortunately, Monet’s Workforce Management for Salesforce also delivers:
- Adequate staffing
- Accurate forecasts
- Intra-Day management
- Workload tracking
- This is cutting-edge technology that has not always been available to the helpdesk market, where agent adherence visibility and casework tracking has been more dependent on educated guesswork than hard numbers.
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