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.
In this lecture I demonstrate how to create Macros and add them inside the Utility Bar of the Console in a Lightning App. In our example macros, I create a macro to close a case and another to reopen a case. There are several field updates that are performed via the macros as well.
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