Customer focus is the key to success. But how do you ensure that your service organization works in the most efficient and customer-friendly way? By integrating Salesforce and Microsoft, you can make use of all the features of both applications. Read in this blog how File 365 makes this possible.

Complete overview of your customer

When a customer emails a question, feedback, or issue, Salesforce shows you an overview of all touchpoints. This way, your support agents have a complete overview of the customer. Once a case is opened, agents there can update both the customer’s and the case’s information. If the issue is resolved, they close the case. It is that simple.

Automatic case creation

With Salesforce Email-to-Case, you can automatically create a new case or link an incoming email directly to an existing case, customer, and contacts. For example, if a machine needs maintenance, software problems or a question about an invoice or payment, Email-to-Case is a great way to structure your service organization in a smarter way and automate processes.

Email attachments in support cases

Customers can also send attachments with a support request. These can be documents or images. You also want to save those attachments directly with the case and make them accessible to all employees. But what if you want to edit those files? Then you’ll need to download the file from Salesforce, edit it from Word or Excel, and upload it again. Where do you store the file and where do your colleagues store theirs? Of course, this can be done in Salesforce itself, from SharePoint or – even worse – on a hard drive.

Automatically save files to SharePoint

Our FILE 365 integration tool integrates Salesforce and SharePoint and ensures that all files associated with a contact or account (or any object for that matter) are automatically saved to SharePoint. File 365 also supports Email-to-case. As a result, incoming email attachments are not only related to the case record, but also stored directly in SharePoint. At the same time, you keep access to all your files from Salesforce and you can easily manage them with all the functionalities of Microsoft 365.

Edit files with one click

With File 365, you have direct access to all your files from Salesforce. With one click, you can open your file in the appropriate MS Office application, ready for editing. In short: No more downloading, editing, saving and uploading your documents.

Interested?

Supercharge your service organization with the combined power of Salesforce and Microsoft 365. Curious? Request a demo now without obligation! We will be happy to answer any of your questions.