You can create Web-to-Case forms in Salesforce that can be embedded into a website. Whenever a website visitor fills in a web-to-case form on your website, what they enter and submit flows into Salesforce as a new case record. In this lesson I demonstrate how to create a web-to-case form, and generate the resulting form's HTML which can be inserted into any web page.
Case Assignment Rules can be configured to automatically assign cases to users or queues based upon criteria which you define. You can also reorder the evaluation of your rule entries for case assignments as well.
Resource:
Set Up Assignment Rules - https://help.salesforce.com/articleView?id=cre...
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...
