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Conference Presentation

Goodbye Tiers! How Intelligent Swarming, Salesforce and Slack are the Future of Support

This report is for Support Services members only

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Intelligent swarming has been a hot topic for many years now in the Support industry. As the industry shift from tiered to single-level support models, the need for collaboration to resolve issues more efficiently continues to increase. Enter Intelligent Swarming. The ability to rapidly identify experts that can jump into an investigation without reassigning the case has proven to yield positive results on Support KPIs. This session will walk you through how Coveo’s Support team has leveraged Salesforce, Slack and its own platform to build a swarming solution that is truly intelligent.

Presented By:

Patrick Martin

Publish Date: May 27, 2022

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Peg Rodarmel, SVP, Subscription Services, Infor

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