(Service and Support applications 11%) creating a process for managing support cases

Question 1

How do you create an escalation rule?

Answer 1

1st setup a queue
setup>queue>new and label>choose object>pick members in queue

escalation rules: setup>escalation rules>new>rule name>active save

escalation action: rule entries>new>enter age over 4>auto-reassign: Queue input who to send it to> notification template> notify what user> notification template>notify case owner>save

Question 2

why would you create different record types for different kinds of support cases?

Answer 2

it allows you to customize relevant case views to support agents so they only see relevant options in picklists

Question 3

how can you define picklist values for each new record type?

Answer 3

create the record type
setup>object>record type>new
then change edit type from that record to change between available picklist values

Question 4

what is first contact resolution?

Answer 4

resolving the issue in one attempt

Question 5

How do you create a support process?

Answer 5

setup>support process>new

Question 6

what is a case queu?

Answer 6

waiting room for cases

Question 7

what is an escalation rule?

Answer 7

when you move a case from one person to another or just notify someone that a case needs attention