(Service and support applications 13%) Describe the capabilities of case management Flashcards
Case management capabilities
support the case life cycle:
Support process, Case Milestones, Private & Public Comments, Knowledge, Case Information, Collaboration, Case Emails, Service console
Case management features
case creation, case management, case collaboration
types of Case creation
Manual creation
Automated creation
Case assignment
Manual Creation
A new case can be created by manually entering the record details in the CRM or by cloning an existing case
what two ways can a case be automatically created from emails sent by customers
Email-To-Case
On-Demand Email-To-Case
Email-To-Case
Allows larger sized attachments but a limited number of incoming daily emails. Can be setup by downloading and installing the Email-to-Case agent onto a company server behind the network firewall.
On-Demand Email-To-Case
Allows for smaller email attachment sizes but higher daily limits. calculated according to number of user licenses. No install required.
Web-To-Case
can be configured to allow cases to be captured through an HTML web form. by ether web-to-case HTML Generator or embed to company website
Auto-response rule
can be set up to automatically send quick replies to customers to let them know that the company has received their case
why are case assignment rules used?
In order to automatically assign cases to queues or users when they are created.
key fields to be familiar with on a case record.
case number, case type, case reason, case priority, case origin, case status, internal comments.
what is a case number in a case record?
read-only auto-number that is automatically assigned when a case is created.
Case Type in a case record?
Picklist value that defines the nature of the case by the administrator. e.g Question, Problem.
Case Reason in case record?
Picklist values that can be defined to record the reason the case was opened
Case Priority
Picklist values that determine the level of urgency in solving a particular issue; useful in case escalation and assignment rules.
Case Origin
Picklist values used to record where the case originated from
Case status
Picklist values that determine the current stage in a case’s life cycle. The case can be closed by selecting a closed status
Internal Comments
Found under related items, these comments are not displayed to the customer/contact
Case record page action buttons
Accept case, Merge cases, Clone, Change owner, New child case,
Accept case
A button can be clicked to change the case owner to the logged in user. This is also available in case list views to change one or more cases at one time
Merge cases
A button can be clicked to merge up to 3 duplicate cases to create one master record
Clone
A button can be clicked to create a copy of a case record. This is typically used when reopening an old case.
Change owner
A button can be clicked to quickly change the record owner to available users or queue.
New Child Case
A feed action that allows creating a new case from an existing case record. A parent-child relationship is established between these records.
where can case merge be setup?
In case merge in setup
If duplicate cases are kept where do the go?
they will be added to the merged cases related list on the master case record.
what do native features do?
help manage cases and improve the productivity of support agents.
Support Process
Is a process that defines the stages different cases may go through in their life cycle.
Service Console
A service console is a unified user interface for support agents that allows them to access multiple records and tools on a single screen
Knowledge
Allows users to easily access the organizations knowledge base within Salesforce.
a case can be associated with another case by linking the cases in the
Parent case field.
Hierarchy, or related case list
cases that are associated with one another via the parent case field are shown in a
case hierarchy
all cases directly below a parent case in a case hierarchy are displayed in
related case related list.
What are milestones
time-dependent steps in a support process. it helps agents give consistent support service to customers.
Case collaboration
Include tools that allow support agents to efficiently communicate internally and externally with customers for faster resolution.
What goes into case collaboration?
Case feed: all case updates can be tracked and displayed from case field, Case comment: Is a communication tool that can be used to post updates on the case internally or publicly, Case emails: can be sent from and received into the case record
