In this lesson we go over the various Support Settings you can enable or disable in Salesforce.
A queue is used to prioritize, distribute and assign records to a collection of users. Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They’re available for cases, contact...
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...
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:/...
