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Case Management Implementation Guide

Case Management Implementation Guide salesforce , Winter '22. @salesforcedocs Last updated: July 21, 2021. Copyright 2000 2021 , inc. All rights reserved. salesforce is a registered trademark of , inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners. CONTENTS. Case Management Overview .. 1. Setup .. 2. Customizing Fields .. 2. Customizing Case Page Layouts .. 6. Creating Email Templates .. 7. Defining Assignment Rules .. 8. Setting Up Auto-Response Rules .. 11. Setting Case Escalation Rules .. 11. Capturing Cases from Your Website .. 13. Capturing Cases from Customer Emails.

Customize Salesforce to handle your case escalation process. Capturing Cases from Your Website Design a form to post on your website that allows customers to submit cases. Capturing Cases from Customer Emails Set up multiple customer support email addresses so incoming customer emails automatically generate cases. Customizing the Case Sharing Model

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