- [Instructor] So, let's talk about Salesforce cases.…Cases in Salesforce 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.…Here are some of the use cases for cases.…A customer can open a case asking for help or information.…Sales associates in call centers can open cases.…Instead of using a pad and paper.…Cases can be used for literature requests…or they can be used for other customer service challenges.…
Cases can cross-link to inventory and proposals…for fulfillment of quotes or products.…Really, virtually any situation you can think of…can be managed with a case.…You can use your imagination.…Cases are generally used to manage time sensitive items…and cases can be used for high-touch customer situations.…Traditionally cases are considered…customer support incidents.…But you can also use a case…to remember, to buy copier supplies.…Cases are owned by a user…and that ownership fosters accountability…within Salesforce teams.…
AuthorChristopher Matthew Spencer
- Explain Salesforce editions and cloud types.
- Describe Salesforce Chatter features.
- Outline the Salesforce access permission features.
- Summarize lead functionality in Salesforce.
- Use Salesforce assignment and escalation rules.
- Construct Salesforce objects using relationships and schemas.
- Demonstrate formatting and interactivity in Salesforce reports.
Skill Level Intermediate
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1. Getting Prepared
2. Users and Data Visibility
3. Working with Salesforce
4. Customizing, Branding, and Social
6. Data Management
7. Data Security
Next steps1m 14s
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