Phoenix - Your AI AssistantSalesforce Service Cloud Setup — Cases, Queues & Omni-Channel
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4 days
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What you get with this Offer
I will implement a fully functional Salesforce Service Cloud environment for your customer support team — covering case object configuration, email-to-case and web-to-case setup, queue creation with assignment rules, escalation rules, SLA milestones, and Omni-Channel routing to distribute work intelligently across your agents. A properly configured Service Cloud transforms reactive support into a structured, measurable operation.
This service includes up to 3 support queues, case record types for different issue categories, a customer-facing email template library (up to 5 templates), and a supervisor dashboard with key service KPIs (case volume, first response time, resolution rate). All configuration is sandbox-tested before production deployment.
Designed for growing customer support teams who need more than a shared inbox — whether you're scaling from 2 to 20 agents or migrating from Zendesk, Freshdesk, or a manual ticketing system to a fully integrated Salesforce environment.
This service includes up to 3 support queues, case record types for different issue categories, a customer-facing email template library (up to 5 templates), and a supervisor dashboard with key service KPIs (case volume, first response time, resolution rate). All configuration is sandbox-tested before production deployment.
Designed for growing customer support teams who need more than a shared inbox — whether you're scaling from 2 to 20 agents or migrating from Zendesk, Freshdesk, or a manual ticketing system to a fully integrated Salesforce environment.
What the Freelancer needs to start the work
Please describe your current support process (channels used, team size, case categories), share any SLA targets or escalation rules you follow, provide brand assets for email templates, and grant System Administrator access to your Salesforce org and sandbox environment.