CMI + Salesforce: Closed-Loop System

"Infographic titled ‘Closed Loop Feedback’ showing how CMI CX with Salesforce’s case management platform enhances customer service. Features include personalized conversations, unified case views, AI-assisted routing, guided workflows, mobile support, and integrated data sources. Highlights consistent and accurate support with automated processes, full case context, and SLA-based prioritization. Lists tools like templated scripts, Einstein AI, and centralized information hubs. Omni-routing section outlines: 1) intelligent AI-based case routing, 2) boosting case manager efficiency across channels, and 3) enabling leaders to manage and monitor their teams effectively."

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CLOSED LOOP FEEDBACK

Harness the expertise of CMI propelled by Salesforce’s Case Management Platform

BEST-IN-CLASS, COMPREHENSIVE FEATURES

  • Personalize every customer conversation

  • Always respond with the right level of service

  • Easily track, manage, and resolve issues with a unified view of every case

  • Unlock all your data into one complete view using CMI’s data hub

  • Use service insights to create more personalized marketing

  • Identify opportunities and issues from any location or device

  • Solve cases faster with insights from self-service communities

  • Resolve issues out in the field faster with our cutting-edge mobile app

  • Easily set up workflows using our guided experiences

  • Maximize productivity by customizing the agent console

  • Always be ready for any customer service surge

  • Scale up your support operations faster with AI

  • Exert total control over security, compliance, and monitoring

CONSISTENT AND ACCURATE SUPPORT

Route the right case to the right agent, every time.

Increase first-contact resolution by automatically routing cases to the best agent or team for the job based on skill set and availability.

Guide agents by automating processes.

Automatically surface next steps and actions to agents right in their workspace based on customer needs. Ensure compliance by specifying the sequence of steps required to resolve a case, including who to ask and what to do at each point.

See the full context of all cases.

View every customer interaction in a chronological timeline, regardless of channel (voicemail, email update, knowledge article, etc.).

Know what to focus on and when.

Get customer activity updates and alerts when action is needed to ensure the right level of service with entitlements and SLAs.

TOOLS TO SUPPORT CASE MANAGERS

Templated scripts and Einstein AI support help service teams:

  • Improve productivity and streamline customer conversations

  • Capture all needed information

  • Reduce case management training time and resources

  • Promote consistent customer experience

  • Reduce errors

Workflows enable agents to quickly navigate to the right script at the right time.

Integrate multiple information sources into a centralized view: chat, customer self-help portals, communities, knowledge base, and more.

OMNI-ROUTING OF CASES

  1. Route cases through best-in-case logic and AI intelligently.

    Automatically route cases, leads, or other work to the most appropriate, available employee (considering PTO). Distribute work based on skill set, availability, or workload, prioritizing high-priority work.

  2. Supercharge each case manager’s efficiency.

    Push cases and conversations from any channel into the agent workspace — even IoT signals. Provide a single place to communicate with customers across messaging, chat, social, email, or voice.

  3. Help case leaders manage their entire team.

    Give managers a bird’s-eye view of their teams and let them monitor conversations, raise flags, and send helpful messages as needed.

Questions? connect@cmiresearch.com