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Service Cloud - Coggle Diagram
Service Cloud
SLA (Cam kết chất lượng dịch vụ)
Business hour
Support team working hour
Milestone
First response time
Resolution time
Time trigger
time milestone need to complete
Tracking
Countdown on Case record
Entitlement(Quyền lợi)
Entitlement process
Logic of SLA
Link milestone together
Milestone action
Omni-channel
Omni-channel flow
Route work action
Record id
Service channel
Queue
Must connect with routing config to show
presence config
status
App manager -> widget
Queue
apply to object
add member to queue
connect with routing config
Case
Email to case
Web to case
recapcha
html generator
Routing
Routing config
priority level
capacity
how many case 1 agent can handle
Service channel
Determine object (case, lead) to route
connect with routing config
Case assignment rule