Case Management important things to remember

Case Management involves following things to know about. These are also called case automation tools.

  1. Queues: group of users on “cases” object so that the agents assign the cases to themselves
  2. Escalation rules : to assign/escalate unresolved cases
  3. Assignment rules: To assign cases to agents automatically
  4. Auto response rules: To Send imp email responses
  5. Macros : Automatically complete repeated tasks on cases.. such as choosing correct email template.


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