Product: Service Case Timer

Responsibilities: UX, UI design, Personas, User flow

Overview

A Salesforce AppExchange app I've worked on to fill a product gap for the Service Cloud product. Our team identified there weren't a way for service agent to track their time spent on cases through engagement with customers. This prevents service team to effectively assess performances and improve services. The existing AppExchange solutions are very robust but are overkilled for most of the use cases.

My Role

I worked with business architect and engineers, kicking off by understand existing product capabilities and technical limitations. Our goal is to minimise complications that adding on to our user's Salesforce org. My responsibilities included persona, user flow, UX and UI design.

Pain Points and Solutions

Service agents are all multi-tasking and always jump between web browsers and making calls; Need to allow agents to control and log time as needed; Service managers need to use the captured data to generate visibility on team performance. Based on the user pain points, we created a lightning component that can be drag and drop onto any specific area within the Service Console. It triggers auto time tracking when the agent's call is initiated, pause when the agent moved to another browser tab (working on another task), continue when they're back. Service managers can view their team's total logged case time in dashboard, understand time spent on a particular type of cases and understand the performance of a specific agent.

The Result

We created a successful AppExchange solution and launched in 2016. We received an average 4 star rating and 500+ downloads all time. Our customer quoted - “Thank you!! This package is fantastic, and solves a serious issue that lots of clients have. I have a client that has fallen in love with this package, and it makes a huge difference in their migrating to Salesforce from Zendesk.”

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