Lesson 9: Managing the Support Process

课程内容

欢迎学习 Lesson 9: Managing the Support Process 课程。本课程包含以下章节：

课程章节

• Lesson 9: Managing the Support Process (494)
• Course Roadmap (495)
• Lesson 9: Managing the Support Process (496)
• Lesson 9: Managing the Support Process (497)
• AW Computing Expands Service (498)
• How are Cases Created? (499)
• How are Cases Managed? (500)
• How are Cases Resolved with Salesforce Knowledge? (501)
• Lesson 9: Managing the Support Process (502)
• Customizing Support Processes (503)
• Discovery: Support Process (504)
• 9-1: Create a Support Process (505)
• 9-1: Create a Support Process (Cont.) (506)
• Lesson 9: Managing the Support Process (507)
• Automating Case Creation (508)
• Automating Cases (509)
• Preparation for Web-to-Case and Email-to-Case (510)
• Additional Information about Web-to-Case (511)
• What is Email-to-Case? (512)
• How Do You Set Up Email-to-Case? (513)
• Automating Case Management (514)
• Discovery: Case Queues (515)
• Discovery: Case Assignment Rules (516)
• What are Escalation Rules? (517)
• Discovery: Escalation Rules (518)
• Order of Execution (519)
• 9-2: Create a Case Escalation Rule (520)
• Lesson 9: Managing the Support Process (521)
• Understanding the Open CTI and the Lightning Service Console (522)
• What are the Basics of Call Routing? (523)
• What are the Capabilities of the Open CTI? (524)
• What is the Lightning Service Console? (525)
• Lightning Control Console (526)
• Lesson 9: Managing the Support Process (527)
• Collaborating in the Service Cloud (528)
• Collaborating on Cases with Case Teams (529)
• Lesson 9: Managing the Support Process (530)
• Analyzing Support Data (531)
• Using Support Reports and Dashboards (532)
• Knowledge Check (533)
• Knowledge Check (534)
• Knowledge Check (535)