What is case lifecycle in Salesforce?
There are five basic steps that a service or support representative can follow in the life-cycle of a case. (1) Determine who the customer is and what support level they should receive; if applicable. (2) Record case details. Customer questions, comments or concerns, what service or product they use.
What is case support process in Salesforce?
A support process is the case status values assigned to a case record type. ( chosen from the case status field values) A Business process is the stage values assigned to an opportunity record type. ( chosen from the opportunity stage field values)
How do I control a case process in Salesforce?
From Setup, click Object Manager and select Case. Click Fields & Relationships, then click Type. In the Case Type Picklist Values section, click New….Next, create an inquiry support process.
- Click New and complete the field details. Existing Support Process: Master.
- Click Save.
- Leave the Case Status as is and click Save.
What is duration in case lifecycle report?
Note: Business Hours Duration is calculated as the number of hours that the case was in a stage during defined business hours, X 24, so that it is displayed in days.
What is case escalation in Salesforce?
An escalation rule automatically reroutes a case and can notify a user if the case remains open after a certain period of time has passed. With an escalation rule, you can: Choose to escalate a case to a queue or to another user.
How does case assignment rule work in Salesforce?
Assignment rules are a powerful Salesforce feature which can help automate your organization’s lead generation and support processes. Assignment rules dictate to whom a lead or case is assigned based on criteria specified within Salesforce. Typically, your organization will have one rule for each overall purpose.
Why do we use support process in Salesforce?
Salesforce Support Processes Support processes in Salesforce allow to create different process cycle a Support executive follows to resolve a case. In the Salesforce Support process, we define the picklist values of the Status field which will be available to the user using that support process.
How do cases work in Salesforce?
A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.
How do I assign a case to a queue in Salesforce?
Create a Case Queue
- From Setup, enter Queues in the Quick Find box, then select Queues.
- Click New.
- Type a Label and Name for the queue, such as Platinum Support .
- If you want the support agents included in the queue to receive an email when a new case arrives, leave Queue Email blank.
- Add Case to Selected Objects.
What is duration in case lifecycle report Salesforce?
There is a field on the Case Lifecycle report type called Duration, which as I understand shows the time spent between case status changes. So you can use that to show average time your cases spend in each status.
What is duration in Salesforce?
Stage Duration is a count of the number of days an opportunity is in a particular sales stage, specifically from the date when opportunity changes to current stage until today. To determine stage duration of sales opportunities in Salesforce, an Opportunity History Report can be run in Salesforce.
What is the life cycle of a Salesforce developer?
A typical Salesforce Development Lifecycle involves multiple actors. Many of them are specialist of one role and some have expertise in another. For example many project managers also work as release managers and many Developers also have expertise as trainers. But for the sake of this post I am going to define all actors.
How is the lifecycle of a software project?
Life cycle of a software development project is not very linear and is not very simple. Add to this new software development approaches like agile development methodology or waterfall development methodology and the things start to become complex.
How are sandboxes related to Salesforce production enterprise?
Sandboxes are totally isolated from your Salesforce production, so it implies that the operations that you perform in your sandboxes don’t affect your main Salesforce production enterprise, and vice versa. The developers start coding in their own sandboxes.