Service Cloud that turns device events into a queue that closes itself.
Device events arrive as platform events and Agentforce triages them on Service Cloud, so cases open, resolve and close with no manual sorting.
The queue that used to take 3,000 cases a week.
ASSA ABLOY's device estate produced thousands of weekly cases until Service Cloud and Agentforce took over the sorting.
From a full queue to an autonomous one.
Omnichannel event intake
Every device signal lands as a case in one console, whatever the source.
Autonomous triage
Agents read, decide, route and close routine cases without a human touch.
Escalation with context
When a case does need a person, it arrives with history and a recommended next step.
One queue, three markets, zero extra headcount.
The same Service Cloud configuration triages a smart lock and a care alarm identically; only the calibration changes.
- Cases opened and closed automatically for routine events.
- Grounded in Data 360 for one real-time asset view.
- Field Service dispatch when a visit is genuinely needed.
3,000 cases a week, down to 350.
Service Cloud for connected devices, asked and answered.
Is this just a Service Cloud setup project?
No. We configure Service Cloud around device event flows, then deploy Agentforce agents that triage and close cases autonomously.
What happened to the case volume at ASSA ABLOY?
Weekly cases fell from 3,000 to 350, a 93% reduction, while the device base grew from 5,000 to 11,000.
Does the queue still need a support team?
Yes, for the cases that need one. Zero added staff were needed across three markets as volume scaled.
Turn your device queue into an autonomous one.
Start with a conversation about where the cases pile up.