Mastering Salesforce CRM Administration by Rakesh Gupta

Mastering Salesforce CRM Administration by Rakesh Gupta

Author:Rakesh Gupta [Gupta, Rakesh]
Language: eng
Format: azw3
Publisher: Packt Publishing
Published: 2017-04-06T04:00:00+00:00


Creating a new case

Before creating a new case, first understand the various channels you can offer to your customer to reach out to support if they have any issue with a product or service:

Create a case manually

Create a case via Email-to-Case

Create a case through Web-to-Case

Create a case from a social media post on the company's Facebook page or Twitter

Reach out to the call center to raise a case

Create a case through SMS using APIs or with the help of the AppExchange app

Perform the following steps to create a new case:

Make sure that you have selected the Service app.

Click on the Cases tab, and then click on the New button. Now, create a new case for an Automation Champion account, as shown in the following screenshot:



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