Salesforce Admin - Case Management

Question	Answer
What are the SF tools that facilitate case automation?	1) Queues 2) Assignment Rules 3) Auto-Response Rules 4) Escalation Rules 5) Macros
What must you do after you create an assignment rule?	Make it Active
Who can you assign a case to?	A user, a queue, or a partner user
What must you do after you create an escalation rule?	Make it active
How many additional e-mail addresses can be included on a case escalation notify?	Five, in addition to the primary person notified
What is Web-to-Case?	A form of case fields that customers fill out and submit to agents.
How does Web-to-Case work?	You decide what fields to include on the form; you generate HTML for the form; and, you send the HTML to your web developer for posting to the company's website.
What is required to implement Web-to-Caese?	You must enable it
Where do you create the HTML web form?	Setup -> Web-to-Case HTML Generator
When should you include the Case Currency field on the form?	When you use multiple currencies; otherwise, all amounts are captured in your corporate currency.
What are the differences between Email-to-Case and On-Demand Email-to-Case?	On Demand doesn't require that you install an agent behind your firewall to convert e-mails to cases. On Demand only accepts attachments less than 25 MB.
What is required before agents can access the Salesforce Console to manage cases?	They must be assigned the Service Cloud license.

Resource summary

	Created by Curtis Cadwallader over 7 years ago