Case Management involves following things to know about. These are also called case automation tools.
- Queues: group of users on “cases” object so that the agents assign the cases to themselves
- Escalation rules : to assign/escalate unresolved cases
- Assignment rules: To assign cases to agents automatically
- Auto response rules: To Send imp email responses
- Macros : Automatically complete repeated tasks on cases.. such as choosing correct email template.
