Types of Cases:
organizations can accept emails by having their customers send their support requests to a predetermined address like support@your company.com by utilizing Email-To-Case.
by submitting cases
from your organizations support website, via Web-To-Case; using a simple form…
or within secure
customer portals that can be setup, deployed and maintained from within your
Salesforce instance.
Organizations can
choose to speed up their service and support case handling by integrating
existing documentation or by utilizing either Salesforce standard functionality
of Solutions (via the Solutions Tab or the Solutions related list within a
case)…
or by enabling and creating Articles with Salesforce Knowledge (via the
Articles Tab or the Articles related list within a case)….
Additionally,
organizations can automated much of their case handling processes by utilizing
built in functionalities like assignment rules, escalation rules, auto response
emails, support processes and support settings (to name a few):
All of the
aforementioned options can allow an organization to streamline their service
and support case processes by setting up case routing and case assignments
(which can be either in queues or on an individual basis, complete with
notifications), service level compliance, email responses, default settings as
well as case lifecycle standards.
In addition,
administrators can create predefined case Teams to allow multiple service &
support workers to collaborate on their cases. They can be added to a case
easily from the Case Teams related list.
All case management
setup can be performed by navigating to the App Setup menu, choosing customize
and selecting from either Cases; with all associated case items (to include
Email-To-Case); or Self Service; with all associated self-service items (to
include Web-To-Case).
