Case Management – Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce

Overview and Capabilities Entitlement management is used to define, enforce, and track customer service levels as part of support management process. Entitlement management features include: Entitlements, which let support agents determine whether a customer is eligible for support. Entitlement processes, which let you design timelines that include all the steps that your support team must […]

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

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 […]

Service Cloud Consultant

I am preparing for my Service Cloud Consultant Exam and thought of putting all the stuff that I am preparing in this and upcoming blog posts. I am dividing this into multiple blog posts (including this) with the below topics and its subtopics as per the certification guide and its weight Industry Knowledge – 10% […]