Automated SAP Service Cloud Queue Triage
Every morning, WebRun opens SAP Service Cloud, reads the open case queue, ranks cases by how long they have waited and whether anyone owns them, posts the triaged list to your Microsoft Teams support channel, and sends the shift lead the top items on WhatsApp.
How do I triage my support case queue every morning?
WebRun triages your SAP Service Cloud queue every morning. It reads every open case, ranks unassigned cases first and then those with no update inside your response window, posts the ordered list to your Microsoft Teams support channel, and sends the shift lead the top items on WhatsApp.
- Unassigned cases get picked up in the first minutes of the shift
- Cases drifting past the response window are named daily
- The team works one ranked list instead of five saved views
Built for support teams · service desk managers · shift leads · customer operations
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
www.sap.comin a real browser with your saved login - no setup, no API keys. -
1
SAP Service Cloud - read and rank the open queue
sap.com
WebRun opens SAP Service Cloud to read and rank the open queue. - Sign into SAP Service Cloud and open the queue of cases that are not closed
- Capture each case number, subject, customer, priority, owner, creation time, and time since the last update
- Separate cases with no owner from cases that have one
- Rank the list: unassigned first, then oldest without a customer update, then highest priority
- Note any case that has had no update at all inside your response window
Done when Every open case is ranked with its owner, age, and time since last update.
-
2
Microsoft Teams - post the triaged queue
microsoft.com
WebRun opens Microsoft Teams to post the triaged queue. - Post the triaged queue to the support channel
- Start with unassigned cases so someone picks them up in the first ten minutes
- Follow with cases past the response window, showing the owner and hours since the last update
- Close with the queue counts by priority and how many cases were resolved yesterday
Done when The support channel has today's ranked queue with unassigned cases at the top.
-
3
WhatsApp - send the shift lead the top items
whatsapp.com
WebRun opens WhatsApp to send the shift lead the top items. - Send the shift lead a short WhatsApp message with the top items only
- Include the count of unassigned cases and the three oldest cases past the response window
- Keep customer identifiers to the case number rather than personal detail
- Skip the message when the queue is clean
Done when The shift lead has the top items, or nothing was sent because the queue was clean.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it reply to customers or close cases?
No. WebRun only reads the case queue in SAP Service Cloud. It never replies to a customer, never assigns, never changes a status, and never closes a case. Every case action stays with an agent.
How is the queue ranked?
Unassigned cases come first, then cases with no update inside your response window ordered oldest first, then remaining cases by priority. You set the response window, so the ranking matches your own service targets.
Does customer data leave SAP Service Cloud?
Only what the team needs to act: the case number, the subject line, and timings. The WhatsApp message to the shift lead uses case numbers rather than personal details.
Related templates
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