What is a Case?
Represents a single incident of service
What do other organizations refer to Cases as?
Incident, Ticket, Service Request, etc.
What other Record Types can be associated with Cases?
- Knowledge base articles
- Subjects
- Products
- Entitlements
- Activities
How do we create Cases?
- Quick Create
- Case Forms
- Converting Activities to Cases
What is a Reference Panel on a Case Form?
Shows relevant related data
What is an Interaction Wall on a Case Form?
Time and record-based filtering capabilities
What other types of Actions can you perform on a Case?
- Follow or Unfollow
- Run a report or do a Chart Pane
- Import data
- Export to Excel
- Advanced Find
- Run a Workflow
- Switch the Process
- Start a Dialogue
- Copy/Email Link
- Bulk delete
What is the difference between a Case List and a Case View?
Views are simply lists of information. Lists are of accounts, contacts, etc. and are usually filtered in some way.
What 2 types of Views are there?
System and Personal
Can a View be deleted?
Yes, but it cannot be undone.
What happens if you deactivate a View?
It is essentially hidden but can be used again.
Give examples of ways cases can be handled.
- Resolving Cases
- Deleting or Canceling Cases
- Reactivating Cases
- Assigning a Case to Users
- Assigning a Case to Queues
Does every case have to move through the entire resolution process?
Every case is designed to move through the entire resolution .
Will an Open Activity stop a case from being resolved?
All Activities have to be completed before the case can be resolved.
What is a Case Resolution Activity type?
Actions taken to resolve a case.
