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Bring your own workloads (flexibility with modeling salesforce data)
Email-Based Work
Customers struggle to capture the simple things when handling email as a channel. Dialed will allow you to track the flow of email-based work, including time to first response, first contact resolution, actual handle time and average number of responses per inquiry.
Case-Based Work
Cases can be created a number of sources, but understanding the effort involved with handling that work can be tricky. Once the data is in Salesforce, Dialed will help you manage that work, whether it's API-to-Case, experience site to Case, web-to-Case, or manually created cases for back office to handle.
Synchronous Chat
Chat is designed to be a concurrent solution, but it can be difficult to track the concurrency rate as well as SLAs like time to first response, or average speed of answer. Let Dialed do the hard work for you to encourage you to get the most out of offering a chat channel to your customers.
Asynchronous Messaging
If your company uses Salesforce Messaging for SMS, WhatsApp, Messaging for In-App and Web, Facebook Messenger, Apple or Line, model your channels using Dialed to help understand the effort involved with long running conversations.
Telephony
There are many benefits with integrating your telephony into Salesforce, but doing it the modern way with Service Cloud Voice or Bring-Your-Own-Telephony unlocks a lot of value with omni data and Voice Call records. If you still integrate the old way through activities, no problem. Dialed can help you track the arrival rates and plan for the future.