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Mike Wheeler has taught over 150,000 students how to use the Salesforce platform and pass a multitude of Salesforce Certification Exams.
In this lecture, I add the Case Record Type field to the Case Page Layout as well as the Cases Related List on the Contact Record. This is to improve usability and provide support agents with better reference points while working cases.
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.
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.