LevelShift Helped a Logistics Leader Cut Resolution Time by 75%

Key challenges include:

• Knowledge standardization: The lack of a structured, centralized knowledge base made it difficult to manage customer inquiries effectively and ensure timely responses.
• Data connectivity: Limited real-time support for service agents due to disconnected systems hindered visibility and slowed issue resolution.
• Workflow efficiency: Manual sales and service processes led to slower deal progression and reduced overall productivity.
• Actionable insights: The absence of intelligent, data-driven tools prevented agents from accessing relevant insights for sales guidance and service assistance.
• Workspace optimization: Inefficient task management and scattered information made it hard for agents to prioritize actions and maintain consistent service quality.

LevelShift bridged these gaps through intelligent automation, unified data, and AI-powered insights.

Key Solutions Implemented:

• Knowledge standardization: Ingested and standardized over 250 Knowledge Articles into Data Cloud, leveraging data chunking for faster retrieval and optimal indexing.
• Seamless data connectivity: Configured AgentForce Agents and Service Helper with direct connections to Data Cloud, enabling real-time access to unified customer data.
• Workflow automation: Set up Agent and Agent Actions to automate repetitive tasks such as case, contact, and task creation, improving agent productivity.
• AI-Driven insights: Utilized similarity search and summarization models within AgentForce to identify related cases, analyse records, and generate concise account summaries.
• Optimized agent workspace: Applied workspace configurations to highlight prioritized tasks and orchestrate automated workflows, ensuring a streamlined and efficient service process.

• Faster issue resolution: Enabled quicker case handling and reduced turnaround times.
• Streamlined sales processes: Helped sales reps identify key opportunities and close deals more efficiently.
• AI-Driven support: Equipped service agents with intelligent insights and faster access to accurate information.
• Operational efficiency: Improved productivity, lowered costs, and enhanced overall customer satisfaction.
• Knowledge standardization: ~75% (40 seconds) reduction in Knowledge Article or Standard Operating Procedure retrieval time per case.
• AI-Driven insights: ~75% (4 minutes) reduction in identifying similar cases or solution approaches per case.