Custom Communication Channel To Handling Application Management Services: Using Salesforce

XYZ Company is an IT consulting firm focused on end-to-end business management solutions that can help address today's business challenges. The large number of clients handled with various application solutions makes it difficult for XYZ company to handle their support tickets. Making support tickets from various communication sources such as WhatsApp, email, telephone, and the CX web is also complicated for agents to record client tickets. Not only recording in reporting becomes difficult because tickets are made from various communication sources. This causes support tickets that are difficult to monitor, causing the number of SLA support tickets that are not reached from the expected target. Based on these problems, it is necessary to have a centralized system that can monitor agents' handling of support tickets to determine the agent's performance and SLA achievement for each entry ticket. The use of the Salesforce system as a web-based platform can solve the problems that occur in Salesforce Management Support Applications offer system integration that allows all processes with only one platform. Implementation of Salesforce as a communication channel to handle support tickets is carried out using the salesforce adaptive methodology.