03 - Customizing a Support Process (Discovery: Support Process (Type field…
03 - Customizing a Support Process
What should your process be for Inquireies?
What is your current process for product support?
Do you need new fields or picklist values for Inquiry cases?
Discovery: Support Process
detail the values for the status field on cases. The case status field identifies the high-level point in the case lifecycle.
Product Support Process