Service & Support Applications Flashcards
What is a case process?
A case process is a support process that defines the stages different cases may go through in their life cycle.
When would you use Case Comments versus the Case Feed?
When you want to track comments made by customers, not just internal comments
What can you set in Support Settings?
Default case owner, notifications and when they are sent, and templates used for notifications
What are some case key fields?
Case Key Fields include Status to define where in the life cycle the case is, Case Type, Case Reason, Case Priority, and Case Origin
What are the ways cases can be captured on Salesforce?
Cases can be manually created by users onto a Case record page, or be automatically captured when admins set up Web-to-Case, Email-to-Case or On-Demand Email-to-Case. Customers may create cases from a Community, Customer Portal, Self-Service Portal, or Chatter Answers.
What are the Case automation tools available?
Case Queues, Auto Response Rules, Escalation Rules, Assignment Rules, Macros
What is the purpose of case teams?
Case teams are set up so users can take on predefined roles and work together to close a case.
Which app can be created to allow support agents to manage multiple case records on a single screen in Salesforce?
Service Console app
Which Salesforce features can be used in an email to a customer by a support agent in order to improve efficiency?
Email Template, Quick Text, and Merge Fields
What can be made required for Web-to-Case to ensure that irrelevant or unwanted cases are not generated?
reCAPTCHA Verification
