Unlock new Omni-Channel possibilities with Assembled for Salesforce
When it comes to managing customer support within Salesforce Service Cloud, you need a workforce management (WFM) tool that doesn’t just keep pace but drives the future forward. At Assembled, our product development philosophy is simple: build solutions that power the critical decision-making needed to deliver world-class support, all from within customers’ existing workflows.
Today we’re taking that commitment to the next level by announcing Assembled for Salesforce, developed in lockstep with Salesforce’s vision for a unified, omnichannel service experience. From the industry’s first staffing model custom-built for Omni-Channel Routing to integrations that add new superpowers to your team’s existing workflows, along with enterprise-ready security and endless configurations tailored to your business, Assembled is uniquely designed to help teams maximize the value of their Service Cloud investment.
Fulfill the true promise of Omni-Channel with Case Lifecycle
Traditional WFM solutions often fall short when it comes to fully leveraging Salesforce Omni-Channel Routing — they’re tied to outdated models that don’t account for all the complexities of modern customer interactions. That’s where our innovative Case Lifecycle data model comes in, offering a new way to approach case management and forecasting for both frontline agents and back-office teams.
By breaking down case work into distinct touchpoints, or units of work, you can drill down into how much effort and time actually went into resolving a case, and which team members were involved. Case Lifecycle allows you to track and visualize every aspect of a case’s journey — from re-opens and transfers to escalations — across tiers, queues, teams, vendors, and channels. This granular insight helps leaders understand and staff accurately for every stage of case movement, unlocking all the benefits of Omni-Channel Routing.
Keep agents on track and hassle-free with our schedule integration
In a fast-paced support environment, minimizing context-switching is key to maintaining productivity. Our Salesforce schedule integration allows agents to view their schedules directly within Service Cloud, eliminating the need to switch between Assembled, Service Cloud, your HR tool, or ad hoc sheets for time-off requests. Whether they’re managing support cases or checking their shifts, agents can do it all in one place. With this integration, they can see their schedules in daily or weekly views and request time off or changes to their schedule with just a few clicks. A cohesive experience keeps agents in the flow and focused on delivering exceptional customer service.
“Assembled brings a fresh perspective to workforce management in Service Cloud. Their features like Case Lifecycle and real-time Slack updates are making a real difference for support teams. It’s exciting to see how this partnership is helping our customers achieve more.”
Nicole Kidd, Sr. ISV Partner Account Manager
Stay ahead of the curve with Assembled + Service Cloud
Assembled isn’t just another workforce management tool — it’s a solution designed to work hand-in-hand with Salesforce Service Cloud, offering a granular way to forecast, analyze, and optimize your support operations. In addition our newest launches, Service Cloud users can expect a massive boost to their support operations with some of these exciting features:
Gain new visibility into every channel of support
In addition to the granular insight from Case Lifecycle, Assembled clears the fog across all of your support channels to help you make faster, smarter business decisions. Our email backlog feature helps predict and manage email volumes, while our native Service Cloud integration ensures all case data is accurate, reliable, and updated in real time for all asynchronous and synchronous customer interactions.
Tackle the complex cases with ease
Assembled is equipped to handle the intricate realities of modern support environments, from hybrid schedules to specialized teams and AI-driven processes. Custom permissions allow you to tailor roles and access levels, adapting to your team’s unique needs. The metrics visualizer provides clear insights into performance metrics, while Vendor Management streamlines resource allocation and performance reporting by directly integrating with BPOs’ tools.
Keep it in the Salesforce family with Slack alerts
We simplify and enhance your support operations within Salesforce, optimizing agent workflows and automating key tasks. Beyond the Salesforce schedule integration, real-time Slack notifications keep teams aligned and updated on adherence; and our Slack integration ensures seamless schedule updates, keeping everyone on the same page.
Sync your data, your way
Assembled connects with all the essential tools your team relies on, delivering accurate, actionable data in real time. An open API makes it easy to gain actionable insights and customize reporting with tools like Tableau, while queue configuration allows you to customize your support setup based on channels, location, skills, and more. CSV exports & uploads provide flexible data management options, and our native data validation guarantees that your information remains accurate and dependable.
The future of WFM is looking bright
By integrating seamlessly with Salesforce Service Cloud, Assembled simplifies operations, enhances agent workflows, and delivers actionable insights. This partnership ensures that support teams are empowered to deliver exceptional service while operating at peak efficiency.
See it in action in our upcoming Salesforce webinar or get started with a custom demo today.
