(Service and Support applications 11%) Set up case escalation and entitlements Flashcards

1
Q

What do you see when you go to case escalations in setup?

A

all the escalations at once

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2
Q

what do you use to ensure large accounts get all the attention they need in support cases

A

Process builder to setup a flow that notifies support specialists of new cases

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3
Q

what are entitlements?

A

its what helps understand the level of service customers are entitles to based on their service level agreements (SLA)

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