#salesforce
#trailhead
#salestraining
@saurabhinfotechsolution
Create a Process for Managing Support Cases
Before you get going on that, add Noah Larkin as a user.
From Setup, enter Users in the Quick Find box and select Users.
Click New User and enter the details.
Field
Value
First Name
Noah
Last Name
Larkin
Email
(fill in your own email)
Username
nlarkin@your initials plus your favorite color.com (for example, [email protected])
Nickname
nlarkin
Title
Vice President of Services
Company
AW Computing
Role
Customer Support, North America
User License
Salesforce Platform
Click Save.
Create Processes
Now create a product support process.
From Setup, enter Support Processes in the Quick Find box and select Support Processes.
Click New and complete the field details.
Existing Support Process: Master
Support Process Name: Product Support Process
Description: Process for logging product support cases
Click Save.
Leave the Case Status section as is and click Save.
Next, create an inquiry support process.
Click New and complete the field details.
Existing Support Process: Master
Support Process Name: Inquiry Process
Description: Process for logging customer inquiry cases
Click Save.
Leave the Case Status as is and click Save.
Now add picklist values to the standard Type field.
From Setup, click Object Manager and select Case.
Click Fields & Relationships, then click Type.
In the Case Type Picklist Values section, click New. Enter these values, each on a new line.
Product Specifications
Shipping
WarrantyCase Type screen highlighting the new picklist values added to the entry field.
Click Save.
00:00 Introduction
00:57 Users
04:20 Support Process