Welcome in 2nd session of Case management. In our first session of Case management in Salesforce, we talk about different way to create case like email to case, web to case and manual. In this session we talk about case lifecycle and resolution process.
What is support Process?
Process necessary to complete a case flow, primarily differentiated by Case status.
Case Life Cycle
Cass can be created from multiple channel in Salesforce Service cloud like log a case online, Case Support (CTI), Email Support and Email Support. Once Case is created then next step is to assign the case to Sales agent or Queue. Another key feature of service cloud is Entitlements Management to verify the SLA. Then sales agent can use Salesforce Solution to suggest solution to client and communicate solution by email, phone or customer portal.
Once Solution is provided, It time to check case is resolved or not? If resolved on time then close the case. Else reassign it to another agent. We can also check the SLA as well base on that case can be escalated to manager ans assigned to tier 2 for help.
Why we need queues in Salesforce?
- Prioritize, distribute, and assign records to teams who share workloads
- Each Queue can be assessed from list view
- Queue members can assign each case to them
How To Set Up Queues
- Select Objects supported in the queue
- Add Queue members – users, roles, public groups etc.
Case assignment rules are use to Automate Support Process. Cases can be assigned to Users or Queues based on Criteria.
Auto Response rules
- Send email response based on criteria
- Multiples rules can be created based on criteria
- Email send only on creation
- Best practice – default alert without criteria
- Works for Cases created through:
- Self-Service portal
- Customer Portal
- Web-to-Case form
- Email-to-Case message
- On-Demand Email-to-Case message
Case Escalation Rule
Please check this post for our old and upcoming session on Service Cloud.