Case Management – Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge.

Data Models

Cases and Assets

  • While products represent the items that your company sells (referential entity), assets represent the specific products your customers have purchased (transactional entity). Use assets to store information about your customers’ products.
  • Assets have a serial number, purchase date, and other information related to an individual sale.
  • A case can contain a lookup field to Asset related to the case’s Account or Case’s Contact.
  • View and manage assets from the Assets tab. Depending on your page layout settings, you can also view lists of related assets on an account, contact, product, and location page layouts.
  • You can create asset hierarchies to represent products with multiple components, and view a tree grid of an asset’s hierarchy on its detail page.
  • On the support side, assets can be linked to cases, work orders, maintenance plans, entitlements, and contract line items, making it easy to see an asset’s history from production to retirement.
  • From Setup,
    • enter Entitlement Settings in the Quick Find box, then select Entitlement Settings.
    • Choose the item(s) you’d like returned in the lookup fields.
      • You can limit the options that are returned in certain lookup fields on cases. The more items you select, the more specific the results will be.
      • Limit the Asset lookup field to only return assets with:
        • Same account on the case
        • Same contact on the case
        • Active entitlements on the case’s account
        • Active entitlements on the case’s contact
      • Limit the Entitlement lookup field to only return entitlements with:
        • Active status
        • Same account on the case
        • Same asset on the case
        • Same contact on the case
  • Choosing multiple items acts as an AND function, so the more items you select, the more it restricts the options returned. For example, choosing Same account on the case and Same contact on the case means the Assetlookup field only returns assets registered to both the account and the contact on the case.
  • Choose items that match the way your support agents verify support eligibility. For example, choose the account-related items if your support agents verify support eligibility based on accounts.
  • A case related list can be added to the Asset page layout to display related cases.
  • Consider FLS when adding asset field to Case page layout.

Cases and Entitlement

  • Entitlement Management help to enforce service level agreements (SLAs) which are contracts that spell out the level of service promised to customers.
  • Each service level that a customer is entitled is captured in an Entitlement. Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements.
  • Entitlements can be incorporated at different levels like Assets, Accounts. Contacts and Service Contracts. See Example below of a entitlement defined at Account Level.
  • Entitlements can be used on their own or can be linked with an Entitlement Process.
  • Entitlement processes are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.
  • Add milestones to entitlement processes to define the required steps in your support process.
  • Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones. Success, Warning and Violation actions can be created for different milestones in entitlement process.
  • Apply an entitlement process to a customer’s entitlement so all support records linked to the entitlement use that process.
  • Entitlements don’t automatically apply to cases created using Web-to-Case, Email-to-Case, or communities. However, we can add entitlements to these features using Apex code.
  • Entitlements can be viewed and managed in Salesforce from the Entitlements tab. Depending on how entitlements are set up Entitlements related list can be used on accounts, contacts, assets, or service contracts.
  • Cases related list can be added to Entitlements page layout.
  • Entitlement name lookup field can be added on Case page layout.
  • Lookup filters can be set up to restrict entitlements that can be selected on case.
    • Active status
    • Same account on the case
    • Same asset on the case
    • Same contact on the case
  • Entitlements and cases can be used with Service Contracts and Contract Line Items.
  • In Lightning Experience, entitlement related lists are not visible under contacts.

Cases and Work Orders

  • A work order represents work to be performed on your customers’ products.
  • In order to use Work orders they need to be enabled from Field Service Settings.
  • To guide your team as they complete field service jobs, add an interactive, color-coded progress bar to work orders, work order line items, and service appointments.
  • The work order related list can be added to Case page Layout in order to allow users to view, create and manage work orders.
  • Work Order object has a lookup to Case object in Salesforce.
  • Each work order can have one or more work order line items that represent the specific tasks performed under a work order.
  • Case object does not have a direct relationship with Work Order Line Item.
Maximum number of work orders in a work order hierarchy 10,000
Maximum number of work order line items in a work order line item hierarchy 10,000

Cases and Communities

  • Cases can be enabled for external users through Customer and Partner Communities
  • A customer and partner community user can create cases and access their own cases from the community.
  • To enable cases for Communities users you need Manage Profiles and Permission Sets permission. When you enable cases for external users in your community, you can assign cases to those members. Additionally, external members can edit cases, create new cases, add case comments, reassign cases, find case solutions, and create case teams.
  • Agents and Customers can exchange information through Case Comments.
  • Case comments added by external users in communities are public and can be viewed by any user that can view the case. Also, external users can’t edit case comments, associate assets with cases, delete cases, or update the case status.
  • If case comment notification to contacts is enabled, emails sent to external users include a link to the community. Emails sent to contacts for case creation and update notifications also include a link to the community.
  • Community Users’ Access to Cases (Beta) in which they are listed as contact can be restricted with the help of Salesforce Support.
  • With the community case feed, agents and community members see the life cycle of a case from start to finish. All case interactions appear in a unified, chronological Chatter case feed.
  • When the community case feed is enabled, support agents can:
    • Use the Community action in the console case feed to answer community questions and create private and public Chatter posts on cases
    • Expose or hide a published post or email in the community case feed of external users
  • In communities built on templates, emails in the community case feed don’t display inline images or clickable links.
  • If the community case feed is enabled and you use Basic Case Detail as your active case detail page, external users see only case comments—not Chatter posts or emails—in their case feed. This gives external users far less visibility into their cases. To give users a full view of their case interactions, use Chatter Case Detail or Record Detail as your active case detail page.
  • When you enable the community case feed, external users with access to a case see case emails in their feed.
  • By default, if the case contact sends or receives a case email, that email appears in the feed of all users—both internal and external—with access to the case. For an external user to view the case, their profile must include access to cases in the community.
  • support agents can expose or hide individual case emails and published Chatter posts in the case feed of community users using the Make Public and Make Private using the associated drop-down menu on post of email. Keep in mind that when you make an email private, the email recipient(s) already received the email. Similarly, when you make a Chatter post private, remember that external users with access to the case may have been notified by email when it was first posted.
  • Chatter Questions helps you promote community engagement by giving users the ability to ask and answer questions in their Chatter feed, in groups, and in records.
  • To set up Chatter Questions in your community, simply add the Question action to the global publisher layout.
  • Question-to-Case lets moderators create cases from unresolved questions in Chatter, which makes it easier to track and resolve your customers’ issues. Moderators can create cases from questions directly in the feed, or you can set up processes—similar to workflow rules—in Process Builder to automatically create cases from questions that meet specified criteria.
  • Set up Web-to-Case along with a case quick action so that guest users can create a case without having to log in. Guest users can’t attach files when creating a case.

Cases and Live Agent

  • Live Agent web-based chat offers real-time chat support to customers. It helps in quickly connecting customers to agents by adding chat buttons on web pages and sending automatic chat invitations to customers as they peruse website. Visitors simply click a chat button or accept a chat invitation that sends a chat request to agents.
  • Support supervisors need to oversee employees to ensure that they provide the best customer support possible, this can be achieved by enabling Live agent Supervisor Panel for Supervisors.
  • The supervisor panel is conveniently located in the Salesforce console, so it’s easy to access it without switching out of the app
  • Live Agent is a chat solution that’s fully integrated with the rest of Salesforce, making it easy to access the information about agents and their chat activity in a single workspace.
  • When an agent accepts a chat request, the details tab shows 360-degrees view of customer including contact information and cases that were created earlier.
  • A case can be created from the chat with customer and any file uploaded by customer can be attached to the related case record.
  • Though Live agent interactions are private they can be added to the case that is created and shared with users having access to case.
  • Live agent transcript contains several fields such as account and case associated with the chat.
  • Live agent can be associated with Entitlements which enables agents to support only if customer have the respective contract.

Cases and Knowledge

  • Articles are a great way to solve cases and keep service agents efficient. When customers have the same questions, you can create one article with the answer and attach it each time the question is asked.
  • Suggested articles help knowledge base users solve cases quickly. When a new case is saved, the search engine automatically looks for articles that have keywords in common with the admin-selected case fields.
  • The user working the case can scan the articles and attach them to the case if needed, or initiate another search with different keywords
  • Articles attached to the case appear on the Articles related list, which also provides a Find Articles button to search the knowledge base at any time.
  • If articles are associated with a case, users working on the case can attach PDF versions of the articles to an email simply by choosing an existing template.
  • Using Knowledge One sidebar content of an article can be shared as an email.
  • Article fields that should be part of email can be selected for each article type.

References

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