This video provides an explanation of how to use the Salesforce case feature within Salesforce.
- [Instructor] Cases are used to solve puzzles or issues.…A case tracks an actionable item.…A case might track a customer issue,…or in the nonprofit world,…cases can be used in endless ways.…Constituents can open a case asking for help…or information about fundraising.…Volunteers and call centers can open cases,…instead of using a pad and paper.…Cases are used in a multitude of ways.…Cases are generally used to manage time-sensitive items.…And traditionally, cases are considered…customer support incidents.…
Cases are owned by an individual user,…and that ownership fosters accountability within teams.…Managers can open cases,…and then assign them to subordinates.…When the case is resolved or completed,…the assigned user can then reassign the case…to the supervisor to show it's resolved.…Teams can use cases to hand incoming support requests…to identify the need for reordering office supplies…or to call out needed repairs on a company vehicle.…Cases can be logged manually…or brought into the system via email or a web form.…
Author
Released
8/31/2017- Getting team buy-in
- Registering your account
- Working with users and permissions
- Using calendars
- Managing leads and contacts
- Tracking affiliations and relationships
- Recording activities
- Importing records
- Using collaboration tools such as Chatter and email templates
- Measuring and improving success with reports and dashboards
Skill Level Beginner
Duration
Views
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Introduction
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Welcome2m 5s
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Salesforce help2m 58s
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1. Getting Started
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Team buy-in2m 9s
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Grant application2m 59s
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2. Working with Salesforce
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Profiles3m 12s
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Permission sets3m 43s
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Managing users6m 1s
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Apps and branding5m 17s
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Calendars2m 37s
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3. Working with Data
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Accounts4m 12s
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Leads5m 54s
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Contacts4m 46s
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Activities5m 6s
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Donation management4m 48s
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Importing records2m 48s
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4. Tools for Success
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Chatter6m
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Cases3m 34s
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Email templates5m 31s
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Files5m 6s
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Email clients3m 34s
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5. Measuring Success
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Campaigns4m 10s
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Reporting4m 57s
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Dashboards3m 31s
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Conclusion
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Next steps1m 17s
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Video: Cases