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https://success.salesforce.com/answers?id=90630000000hO66AAE
Nov 12, 2013 · 3. Case Assigned 4. Case In Progress 5. Case Closed A support process is simply one set of steps that are defined in the org. There may be different steps for different types of cases, for example: 1. Open 2. Case Accepted 3. Case Proposed 3. Case Prioritized 4. Case Closed A business process is the same thing, but for Opportunities instead of ...
https://developer.salesforce.com/forums/?id=906F0000000AfiyIAC
Aug 19, 2014 · Support Process is only for the "Status" picklist, as you might know. The picklist values available in the status of a case record type determine a support process. It is only a business relevant feature as the status field is the most process-specific field on a case.
https://trailhead.salesforce.com/en/content/learn/projects/set-up-case-escalation-entitlements/create-support-processes-cases
Create a product support case page layout to show information specific to product-related cases. Click Back to Case Fields.; Click Case Page Layouts in the left-side navigation.; Click New and fill in the details for the Product Support Case Layout first.. Existing Page Layout: leave as None Page Layout Name: Product Support Case Layout Select the Feed-Based Layout checkbox.Location: Time Estimate
https://success.salesforce.com/answers?id=90630000000CocIAAS
Jan 12, 2015 · Call vs. Case Best Practices. ... case or task? We are in the process of rolling out service cloud and are looking into CTI solutions, but need to answer the following question: should a call into a support agent always be logged as a Phone Call (Task) or a Case? ... If you can't find what you're looking for, contact Salesforce Customer Support
https://focusonforce.com/service-cloud/salesforce-case-management/
May 11, 2014 · As described in Salesforce Service Cloud Overview the functionality of Salesforce Case Management allows users to record, track and solve customer issues across sales, service and support. It includes the ability to create cases either from an email (email to case), from a web form (web to case), or manually by licenses internal support/service ...
https://www.salesforce.com/products/service-cloud/features/case-management-software/
Ensure consistent and accurate support every time with case management. ... including whom to ask and what to do at each point of the process. ... Salesforce Service Cloud features customer service scripts that help agents streamline customer conversations, capture …
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