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Explore Further
At the micro level, you can discover even more about a case or contact. For instance, the French contacts are a younger constituency (only 20-30 and 30-40 age contacts), residing in the Old Town and Rosemont neighborhoods, and have a preference for online channels versus calls into the call center.
Improve Citizen Experience
With Salesforce's fully integrated 311 console, all communications come together to create a unified, responsive citizen experience. Give agents a high-level overview of how they are performing and show any tasks, requests, or events requiring their attention. The task list and calendar gives 311 agents a high-level overview of how they are performing and shows any tasks, requests, or events requiring their attention.
Engage with Ease
Citizens can create and submit reports, request information, apply for permits, and access other online city services from their mobile devices. In this example, our citizen is submitting a street light outage.
Provide Visibility
From the agent's perspective, they've been alerted of the incoming street light outage case that was just submitted from the citizen's mobile device.
Add Urgency
The agent is able to immediately click Accept. Recognizing the location is a busy corridor, the case worker updates the priority to Critical and automatically setting SLA milestones.
Get Stakeholder Insight
The agent sends an email from the Service Console to find out when the resident first noticed the outage.
Access the Community
When you're contacted by a City Services Agent, you'll be notified within your online Resident Community account, as well as via email.
Keep Updated
All correspondence is logged to the case, regardless of the channel used, so all parties are aware of the status and next steps.
Measure KPIs
Salesforce’s industry standard Call Center Analytics measures key performance indicators, but the potential for analytics does not end there.
Use consolidated service center data as a source for providing feedback to various department heads, elected officials, and residents of the community.
Dive Deeper
By clicking on the dashboard, you can drill down further to review the Case Details. You can see two general inquiry cases that took several days to resolve and explore what could be causing the slow resolution times.
Unify Data
Einstein Analytics takes data exploration to the next level bringing together any number of fields from any type of data source, internal or external to Salesforce, giving you a more holistic picture.
Explore Further
At the micro level, you can discover even more about a case or contact. For instance, the French contacts are a younger constituency (only 20-30 and 30-40 age contacts), residing in the Old Town and Rosemont neighborhoods, and have a preference for online channels versus calls into the call center.
Improve Citizen Experience
With Salesforce's fully integrated 311 console, all communications come together to create a unified, responsive citizen experience. Give agents a high-level overview of how they are performing and show any tasks, requests, or events requiring their attention. The task list and calendar gives 311 agents a high-level overview of how they are performing and shows any tasks, requests, or events requiring their attention.
Engage with Ease
Citizens can create and submit reports, request information, apply for permits, and access other online city services from their mobile devices. In this example, our citizen is submitting a street light outage.
Provide Visibility
From the agent's perspective, they've been alerted of the incoming street light outage case that was just submitted from the citizen's mobile device.
Add Urgency
The agent is able to immediately click Accept. Recognizing the location is a busy corridor, the case worker updates the priority to Critical and automatically setting SLA milestones.
Get Stakeholder Insight
The agent sends an email from the Service Console to find out when the resident first noticed the outage.
Access the Community
When you're contacted by a City Services Agent, you'll be notified within your online Resident Community account, as well as via email.
Keep Updated
All correspondence is logged to the case, regardless of the channel used, so all parties are aware of the status and next steps.
Measure KPIs
Salesforce’s industry standard Call Center Analytics measures key performance indicators, but the potential for analytics does not end there.
Use consolidated service center data as a source for providing feedback to various department heads, elected officials, and residents of the community.
Dive Deeper
By clicking on the dashboard, you can drill down further to review the Case Details. You can see two general inquiry cases that took several days to resolve and explore what could be causing the slow resolution times.
Unify Data
Einstein Analytics takes data exploration to the next level bringing together any number of fields from any type of data source, internal or external to Salesforce, giving you a more holistic picture.
Explore Further
At the micro level, you can discover even more about a case or contact. For instance, the French contacts are a younger constituency (only 20-30 and 30-40 age contacts), residing in the Old Town and Rosemont neighborhoods, and have a preference for online channels versus calls into the call center.
