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Case Management Overview - Core Case Features and Functions

Salesforce Certified Administrator - Lightning Experience - Part 3 • 6m 26s

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

  • Support Processes

    The third and final process available in Setup is Support Processes. You can create multiple Support Processes inside of Salesforce. These Support Processes can be used to control and vary the Status designations available across different types of Cases. You will first create your Support Proces...

  • Case Record Types

    Before you can create Case Record Types, you will have to have created one or multiple Support Processes to associate them with. Since we previously created those Support Processes, we are now ready to dive into creating Case Record Types. As a matter of best practice, it is always advisable that...

  • Creating and Revising Status Picklist...

    You can add and revise the Status picklist values on the Case object via the Object Manager and going to Fields and Relationships. But you don't go to Picklists Available for Editing from the Case Record Type in order to show or hide those desired Status designations. You do that via the Support ...