What approach should be taken to create a new case in Service Cloud when a customer expresses dissatisfaction?

The most effective approach when creating a new case in Service Cloud after a customer expresses dissatisfaction is to use an Engagement Split to capture their responses, followed by a Case Activity to create the new case.

Using an Engagement Split allows for the differentiation of customer sentiment, which is crucial when addressing dissatisfaction. Engagement Splits help categorize responses based on positive or negative feedback. When a customer expresses dissatisfaction, identifying that sentiment immediately allows businesses to take the necessary actions more effectively.

Following the Engagement Split, utilizing a Case Activity is vital for creating the new case in Service Cloud. This two-step process ensures that not only is the customer's dissatisfaction acknowledged, but also that action is taken by formally creating a case to address their concerns. The Case Activity facilitates the transfer of pertinent customer information and details about the dissatisfaction into Service Cloud, allowing customer service representatives to engage with the customer and resolve the issue promptly.

This methodology is both structured and responsive, ensuring that the customer’s concerns are captured accurately and acted upon efficiently, leading to improved customer satisfaction and loyalty.