In this lecture, I demonstrate how to create an escalation rule and specify one or multiple escalation actions tied to each rule criteria. We then monitor the escalations which are set into motion once a new case is created which fits the evaluation criteria.
In this lecture, I log calls and demonstrate how that ties in to Activity Management, recording a completed task to the case. We also address Call Disposition design considerations.
The Close Case button and page are both missing from Lightning Experience. I introduce you to an idea posted on the Salesforce Idea Exchange that you can vote on. I also show you how to close a case in both Lightning and in Classic. I also demonstrate how you can customize the Case Close screen.
In this lecture, we enable Entitlement Management. We then create Milestones and an Entitlement Process. I also show you how to monitor Entitlement Processes in your org via the Entitlement Process Queue.
