Watch this video and more on Mike Wheeler Media +

Watch this video and more on Mike Wheeler Media +

Up Next in Salesforce Certified Administrator - Lightning Experience - Part 3

  • Case Escalation Rules

    Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.

    Resource:
    Set Up Escalation Rules - https:/...

  • Business Hours

    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

  • Case Teams

    You can create Case Teams to help groups of people work together to solve cases. Before you create case teams, define team roles.