Salesforce Demo

Escalation from Salesforce to a partner

The following diagram shows how your org collaborate with a partner org to resolve a customer case. The top of the diagram (horizontal highway) is Hubcase Exchange, and your Salesforce is connected to Hubcase Exchange via Hubcase for Salesforce, which is a SuiteApp bundle running as part of your Salesforce instance. The Hubcase for Salesforce also provides "B2B Escalation" button in your Salesforce Case form.



Step by Step demonstration...

1. Under "My Demo Org", there is a customer case already created. "B2B Escalation" function is available. Hubcase for Salesforce adds a new "B2B Escalation" button on your Cases form within Salesforce, allowing support agent or manager to escalate a support case to a partner's system, and vice versa.


2. Click on the B2B button, an escalation form will be displayed as shown below.


3. Select the "B2B Destination Partner", and populate necessary information as shown below, then "Save". A B2B escalation will be delivered to the partner, and user will be brought back to the Case screen with B2B interaction history displayed.


4. The partner organization "NS Partner5" received an inbound support case automatically because of the escalation from "My Demo Org". If "NS Partner5" also uses Salesforce, it will have a case created automatically for them like the one shown below. Keep in mind that, the partner could be using a different case management system like NetSuite or Hubcase Free Help Desk, but the flow and principle are the same, and you will be dealing with your own Salesforce system.


5. At this point, "My Demo Org" and "NS Partner5" each have a case of its own in its own system, and the cases are linked by the B2B tab. The two partners can continue the interaction by clicking "Reply to ..." link as needed.


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