Learn how cases provide opportunities to resolve customer and client issues within Salesforce.
- [Instructor] Let's talk about cases.…Cases are used to solve puzzles or issues.…A case tracks an actionable item such as…a customer service challenge.…However, cases can be used in endless ways.…A customer can open a case asking for help or information.…Sales associates and call centers can open cases…instead of using pad and paper.…Cases can cross link to inventory and proposals…for fulfillment of quotes, literature,…or products to resolve a case.…Cases are generally used to manage time sensitive items.…
Traditionally, cases are considered…customer support incidents.…Cases are owned by an individual user in 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 reassign the case…to the supervisor to show that it's been resolved.…Teams can use cases to handle 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 account…
AuthorChristopher Matthew Spencer
- Planning a transition to Salesforce
- Administering user accounts
- Managing permissions
- Capturing and converting leads
- Customizing views
- Setting up opportunities
- Creating campaigns
- Customizing fields and pages
- Customizing apps
- Building and sharing reports
- Importing data
- Batch processing data
- Enforcing data security with auditing and policies
Skill Level Beginner
1. Getting Prepared
2. Users and Data Visibility
3. Working with Salesforce
4. Customizing, Branding, and Social
Search layouts4m 59s
6. Data Management
7. Data Security
Next steps1m 12s
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