Creating a process for managing support cases badge is a project with in trailhead where you create the bones of escalating cases based on time and criteria.
Create Support process
This is the first process in the module requires you to first create a user to assign the cases to. Noah Larkin, is a common user made with in salesforce modules, so you might have already done this.
Then next step is the create the support processes under ’support processes’ in the setup menu. Note: You’ll want to do this in lightning rather than in classic.
The two support process will be inquiry and product support processes. The final thing you’ll want to do is add the new pickling selections in the case object under the type field.
Be extra careful in typing or copying and pasting or you could see an error like this:
Step not yet complete in My Trailhead Playground 7We could not find a support process named ‘Inquiry Process’.
Create Record Types
The next thing you’ll do is create two record types for the two different types of processes.
This will do a few things. Your record will be stored in a different area and it will be easier to search for at a later date. The other thing you’ll be able to do is, create different pickling values on the pick lists.
Create an Escalation Rule
There will be two escalation rules. These will both before the Product Support Process and will escalate the case forward after four hours of being reported.
This will send and email to the user Noah Larkin to know that his case has been escalated.
You’ll test it and once it passes, you’ll have a new badge!
Link to Project:https://trailhead.salesforce.com/content/learn/projects/create-a-process-for-managing-support-cases
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