The Challenge and the Mountainise Solution
- Challenge: The company had a hard time managing its service cloud.
- Solution: We aligned the service cloud with the intercom by integrating it. After this implementation, whenever a chat used to be created in the intercom, it eventually used to create a case which further used to be routed to a queue within Salesforce. We also created an escalation option from one queue to another. With that, we could create automatic case routing for escalation.