Salesforce Business Hours can be set and tie into Entitlements in Salesforce.
Resource:
Set Business Hours - https://help.salesforce.com/articleView?id=customize_supporthours.htm&type=5
You can create Case Teams to help groups of people work together to solve cases. Before you create case teams, define team roles.
You can configure the case closure process in Salesforce. In this lesson I run you through case closure configuration.
In this lesson I show you how to create a Quick Action on the Case object to close a case in Lightning. We also set up predefined values for our quick action. Once that is done, we edit the Case page layouts to include our action.
Resources:
Create a Close Case Quick Action - https://help.salesf...
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