(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
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
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)