Root Cause Analysis
Get to the root cause of a service issue faster with a collaborative workspace connected to Service Cloud.
Managing complex case escalations and incidents can often feel like fighting fires. But after the fire is doused are you investigating what sparked the fire in the first place? Make collaborative root cause analyses part of your process to stop fires before they even start. Give the team an easy template to turn resolutions into knowledge and actionable work to keep similar problems from happening in the future.
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Audit-Level Track Changes
Discuss any word to drive clear decisions. Every edit is tracked, so historical case resolution data is never lost.
Embedded Spreadsheets
Organize and structure your root cause analysis so all parties can see and comment on the issues at hand.
Live Salesforce Data
Set up templates with pre-filled case data, saving time for your agents and standardizing retrospectives.