Support

Customer support gamification that rewards the Case closed with a note the next agent can use.

Novigem scores the Cases your support agents already work in Salesforce Service Cloud: picked up the day they arrive, linked to a contact, closed with a resolution note. Points land when the record saves, and the support leaderboard shows who keeps the queue healthy.

01 · The problem

The queue report counts the closes. It cannot read them.

Support teams are measured on what is easy to count. The habits that keep next week's queue shorter sit in fields nobody scores.

What the queue report countsWhat it misses

Cases closed today
Whether the close says what fixed it. A Case closed with an empty resolution note teaches the next agent nothing, and gives whoever writes the help articles nothing to write from.
Open Cases by status
Cases with no contact on them. The next ticket from the same person starts from scratch, and nobody can see that it is the third time they have asked.
First response, as a monthly average
Which Cases sat in New while the queue spiked on Monday morning, and who picked them up the same day so they did not wait until Tuesday.
Most Cases closed, per agent
The agent whose write-up stops the next five tickets. Next to the fastest closer, they look like they had a slow week.
CSAT, per agent
Who took the hard Cases. A scoreboard built only on survey replies marks down the agent who volunteers for the difficult ones.

02 · What changes

Every Case scores on the way through the queue.

Novigem runs inside Salesforce and scores the Case each time an agent saves it. Picking it up the day it arrives earns points. Closing it with a resolution note the next agent can use earns more. A bare close still closes the Case, and earns nothing for the note.

Illustration of two rules on one queue: Case moved out of New on the day it was created, 10 points; Case closed with a resolution note of at least 20 words, 20 points. MK closes half as many Cases as AB and finishes the day ahead.

03 · What you get

Rules on the Case, not on the clock.

Five rules a support team often starts with. Every condition is a field on the record, and each rule says who the points go to.

ObjectRulePoints toPoints

Case+20
Closed with a resolution note
Status is changed · Status equals Closed · Resolution note of at least 20 words
Points to Record Owner+20
Case+10
Picked up on the day it arrived
Status is changed · Status equals Working · Created Date equals today
Points to Last Modified By+10
Case+5
Closed with a contact on it
Status is changed · Status equals Closed · Contact is not blank
Points to Record Owner+5
Task+5
Customer call-back logged
Status equals Completed · Subject starts with “Call back” · Comments of at least 10 words
Points to Record Owner+5
Your object+25
Help article drafted
Any object you register, for example your own article object · Status equals Submitted · Body of at least 80 words
Points to Created By+25

Illustration. Field names follow your org; the resolution note is whichever field your team writes the fix in.

Leaderboards for support only

Scope a rule, challenge or leaderboard to the support team, so agents are ranked against each other and never against the people closing new business.

Case challenges from the library

Start from Challenge Library templates such as Cases closed and Cases linked to contacts, then set the period. Each agent sees their pace, for example one more noted close a day to finish.

Coaching and Team Pulse

Each agent gets one next best action on their home page. The team lead sees engagement, goal pace and last activity per agent, with the people who need attention first.

Setup: Task scores out of the box. Register Case, or any other standard or custom object, in Novigem Admin and add one record-triggered Flow that calls the packaged Evaluate Record with Novigem action. No Apex, and everything still runs inside your org.

04 · For the agent

A support leaderboard where the careful close counts.

The agent who writes the note that saves the next five tickets finally shows up on the board. Badges, streaks and shift battles reward the habits a team lead wants more of.

Early vs Late

Battle · ends Friday

Same rule for both shifts: closed with a resolution note

Early shift38 noted closes

Late shift33 noted closes

Daily streakMK

9 days

Personal best 12 · bonus at 14

Badges on MK's profile

Clean Close
Earned
Same-Day Pickup
Earned
Article Author
Still to earn

Illustration: a week-long battle between two shifts, one agent's streak and their badges.

Badges designed in the Badge Builder, awarded when a challenge is completed
Daily streaks and personal bests, with bonus points at 3, 7, 14 and 30 days in a row
Head-to-head battles between two agents, two shifts or two pods on the same rule
Wins announced in Chatter, and on a team TV with the Novigem Wallboard

05 · Impact

Measured on your own Cases, week 0 against week 6.

The pilot takes a baseline from your org before the first challenge starts and compares at week six. These are the numbers a support pilot usually tracks.

Cases closed with a resolution note

Share of closed Cases with a resolution note above your word threshold

Cases linked to a contact

Share of Cases closed with the Contact field filled in

Cases picked up on the day they arrive

Share of new Cases moved out of New on the day they were created

Agents earning points each week

Share of the support team scoring at least once a week, from Team Pulse

You only pay if you continue after week six. Start a pilot

Fit

Is Novigem right for your support team?

Good fit if

Support teams that work Cases in Salesforce Service Cloud
Team leads who read closed Cases at the end of the week to check the notes
Desks that run shifts or pods and want a leaderboard of their own

Not ideal if

Teams whose tickets live in a separate help desk tool that never writes Cases to Salesforce
Teams looking for routing or SLA tracking. Novigem scores the work on the Case; it does not assign it
Teams that want to rank agents on CSAT alone

FAQ

Questions from support teams

Does Novigem work with Service Cloud Cases?

Yes. Case is a standard Salesforce object. Register it once in Novigem Admin and add one record-triggered Flow that calls the packaged Evaluate Record with Novigem action. No Apex, and rules on Cases then score inside your org when the Case saves.

Can it reward the quality of a close instead of the number of Cases?

Yes. A rule can require a resolution note of a minimum number of words, a contact on the Case or a pickup on the day it arrived. A Case closed with an empty note still closes, and earns nothing for the note.

New Cases sit in a queue. Who gets the points?

You choose per rule: the Record Owner, Created By or Last Modified By. For a pickup rule, Last Modified By credits the agent who moved the Case out of New. For a close, the Record Owner is usually the agent who worked it.

Will support agents be ranked against the sales team?

No. Rules, challenges and leaderboards can be scoped to one team, so the support leaderboard only shows support agents. You can also run a head-to-head battle between two shifts or two pods on the same rule.

Won't agents pad notes to reach the word count?

A word count sets a floor, not a quality check. It moves a note from three words to a few sentences, and the team lead still reads them. The Rule Simulator shows an admin exactly why a Case did or did not score.

What about CSAT and handle time?

Novigem scores what is on the record when it saves. Most teams keep CSAT and handle time on their existing dashboards and use Novigem for the habits behind them. If a survey score is written to a field on the Case, a rule can use it as a condition.

Is pricing different for support teams?

No. The same plans apply: EUR 399/month for 5 to 15 users and EUR 699/month for 16 to 30, with a 6-week pilot where you only pay if you continue.

Novigem for other teams

All teams