REAL-TIME WORK DELIVERY for Salesforce ® Real-Time Work Delivery (RTWD) from Aria Solutions is a native FORCE.COM ® application that automatically delivers Salesforce work to your back office, sales and field services personnel. Now you can move away from a “pull” to a “push” model, eliminate employees picking the wrong work and align their work with your business needs. Push the Right Work to the Right Agents! What does RTWD do? • Automatically delivers Salesforce interactions and work items to the right agents as they become available • Ensures all Emails, Cases, Opportunities, Leads and Custom Objects are worked according to business rule priority, not personal preferences or chance timing • Proactively pushes work items to employees • Tracks time agents spent on each item or interaction BENEFITS • Ensures that priority items are done first • Eliminates time spent looking for work • Improves case handle time • Makes it easier to manage agent productivity as work volume increases • Reduces errors and processing time • Improves overall customer experience See it visually... The right case is getting pushed to the right agent. The agent’s current state is green, meaning that the agent is currently working on this case. Once the case is done, the light turns yellow - the agent is ready for the next work item. Red indicates that the agent is on lunch, break, or not available. 1 2