Care

Care allows you to escalate specific messages from Community on individual basis to customer care agents within the Emplifi platform.

When your Community team or a bot cannot handle a message, they can escalate it to the Care module where your specialists can continue with the interaction without leaving the Emplifi platform. For more information about how to escalate content from Community to Care, see Escalate a Community Message to Care.

• Care aggregates all the messages between an individual customer and each of your owned profiles in one case so that you can easily review the whole history of the exchange between the customer and a specific profile. For more information, see Work with Care Cases.

• Care offers a wide range of customization options that you can configure to suit your product lineup, social media presence, regional and language reach, severity, and so on.
  For more information, see Use Standard Care Settings and Customize Your Care Settings.

• Care comes with its own analytics that provides comprehensive data on agent-customer interaction. It comes with ready-to-use dashboard templates and a set of metrics in customizable widgets.
  For more information, see Analyze Performance of Your Care Operations.

• You can integrate Care with your Salesforce environment and take on the individual cases from your own support environment.
  For more information, see Integrate Care with Salesforce.

Prerequisites

Before you start, ensure that the following prerequisites are met:

• The Community module is enabled in your Emplifi account.
  To learn more, see Community.

• You set up Care permissions for the users who will work in Care, on their team role (Teams accounts) or on their account role (legacy governance model).
  For an overview of the permissions, see Set up Care permissions. For step-by-step setup instructions, see the procedure for your account type — that article points you to the Teams or the legacy procedure.

• The profiles that the Care agents will handle cases for are accessible to those agents.
  In Teams accounts, this means the profiles are added to the team where the Care agents are members. In the legacy governance model, this means the agents have profile roles connecting them to the profiles. For more information, see Set up Care permissions.

Get started with Care

To get the most from your work with Care, consider the following best practices:

• Customize Care (see Customize Your Care Settings).

• Assign Care agents skills (see Manage Skills of Care Users).

• Manage Care agents' workload (see Set Up the Maximum Capacity for Care Users).

• Set up a service-level agreement (SLA; see Set Up a Service-level Agreement (SLA) in Care).

To bring Care automation to a whole new level, contact your Customer Success Manager and ask them to set up workflows for automatic analysis and labeling.