Surfboard for Salesforce
Forecast demand, create schedules, track performance and adherence by integrating your Salesforce Service Cloud ticket and case data.
Used by leading support teams
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Utilise your Salesforce data
Salesforce Service Cloud is one of Surfboard’s most popular integrations for mid-market and enterprise customers.
With the ability to consolidate omnichannel support queries with Surfboard’s powerful workforce management, Salesforce users can always be confident their service levels will be met through forecast driven scheduling and accurate performance metrics.
"“A key component to our support is making sure we can adhere to our SLA guidelines for response and in order to do so we need to have people available at the right place and right time.”
Ben Gardner, VP of Customer Support, Drift
FORECASTING
Forecasting for Salesforce
With Salesforce being infinitely customisable, Surfboard can match the custom fields that are created in Salesforce to ensure forecasting and scheduling matches how your team is set up.
This means that across your different Salesforce channels (phone, email, chat) you can set up further customisable fields that relate to inflow types, customer types or geographies / languages so that your schedule ensures you always have the right people who are skilled available to meet customer needs.
AGENT PERFORMANCE
Schedule adherence for Salesforce
Track Salesforce productivity in Surfboard. View time-on-task, interactions, and get insights into how cases progress.
Surfboard tracks every time the status of a case changes, giving you visibility over productivity. The time-on-task scores let you understand workload and surfer behaviour by measuring the % of scheduled time they spent on-task and actively working.
Salesforce is a highly customisable tool, so off-the-shelf solutions often fail to accommodate organisations set-up appropriately. Surfboard supports custom case mapping for Salesforce, allowing you to configure which status’ to track and how.
REAL-TIME MANAGEMENT
Real-time monitoring for Salesforce
With Surfboard’s integration into Salesforce, you also have the ability to see what all your agents are working on at any point in time based on their scheduled activity.
This means if your phone or chat wait times are getting longer or you have an email backlog, you can easily see where everyone in your team is and within a click of a button redeploy them to new tasks to cover your queues.
How teams use Surfboard with Salesforce
An investment that
pays off
Happy teams, reliable SLA performance,
and delighted customers.
↓80%
Less scheduling time
↓40%
Less employee attrition
↑30%
Higher team productivity
Take your team to the next level
Ready to see why companies like Bloom & Wild, Beauty Pie, Cleo AI and Drift chose us? Let’s chat.