02 - Managing & Resolving Cases (SF Knowledge (Admins can configure…
02 - Managing & Resolving Cases
Product support rep
Use the articles related list on a case to track which article version was attached to the case.
Share articles as PDFs or links with customers
Attach articles to open or closed cases
Rate articles & provide feedback on an article's Chatter feed.
Write, edit, publish & archive articles
Organise articles using topic tags
Admins can configure article types & data categories to allow for article:
All SF licence users can view articles without an add-on licence.
Case Management Proccess
Case is assigned
Agent identifies & communicates the resolution
Case is escilated
Case is reassigned
Case is closed/unresolved
Case is closed/resolved