New Salesforce Service Cloud extension for Aha! Develop
Customer support (CS) and engineering teams typically work in different tools. But CS still needs a way to escalate thorny issues to development — without duplicating information or wasting time. Now you can streamline handoffs by bringing support cases from Salesforce Service Cloud into Aha! Develop.
Use the new extension to send escalated tickets directly to your backlog, sprint, or workflow board in Aha! Develop — so you can resolve issues faster and keep customers happy.
The beauty of the Salesforce Service Cloud extension is that CS and engineering can stick to their tools of choice. CS can tag cases for engineering in Salesforce and engineering can review them in Aha! Develop. This makes it possible to manage support cases right alongside the rest of the team's engineering work. It is very similar to how our Zendesk extension works.
To get started, an account administrator can install the Salesforce Service Cloud extension and supply the subdomain for your Salesforce account. Once enabled, select from a list of saved searches to browse those cases. For example, if CS tags cases as “escalated" for engineering, create a saved search in Salesforce for those tickets.
Now you can review every case that has been tagged for engineering and drag and drop them onto your backlog, sprint, or workflow board as user stories. Each user story will automatically include the case title, description, and a direct link to the original case in Salesforce.
Let's take a closer look at what you can do:
Bring support escalations into Aha! Develop
Create a process that supports speedy responses to customer problems. Monitor new support cases as they come in by keeping the Salesforce importer open in the left sidebar of Aha! Develop. In the example below, we drag a new case onto the workflow board and get right to work. Click the link to open the original case in Salesforce Service Cloud and provide status updates. This keeps the support team informed so they can communicate with customers.
Spend less time managing escalated customer issues and more time resolving them.
Install the Salesforce Service Cloud (or Zendesk) extension and enjoy streamlined support escalations. And let us know if your team uses a different support tool. We are always adding new extensions to our open source library so you can connect Aha! Develop with the rest of your tools.
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