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

  • Case Auto-Response Rules

    You can set up and configure auto-response rules for cases - not to be confused with workflow rule email alerts. I run through how to set up auto-response rules.

    Resource:
    Differences Between Auto-Response Rules and Workflow Email Alerts - https://help.salesforce.com/articleView?id=rules_differe...

  • 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