#CaseManagment0 diskutieren mit

We're using the new threading behavior for email-to-case because customers/agents prefer to keep the back-and-forth with agents all in one thread.  

But say I want to send an automated reminder to a customer, such as 'This is a gentle reminder to reply or schedule a meeting or it will close in 24 hours.' 

Is it possible to have this auto-reminder delivered as part of the original thread? In other words, it would behave the same as if an agent were responding in the email composer and the entire thread would be delivered along with the auto-reminder.

@* Service Cloud * 

Hello, I am looking for assistance in enabling inline editing for the Status field in the list view of the Case object. This is needed for a specific profile. Currently, when I hover over the field, it appears to be locked. I would appreciate any help you can provide. Thank you.

#CaseManagment #Inline Edit Functionality

Hello Everyone,

We have a flow that creates a case and assigns it to the respective queue/user according to the conditions set. 

As users are working on the case they also manually assign it to them or another queue/user. This has caused more than 1 user to grab the same case and change the case owner at the same timestamp (as seen in the chatter of the case), which is creating confusion. 

Is there a way to avoid multiple users editing a particular case and changing the case owner at the same time?

#CaseManagment

How  to Disable Ref ID and Transition to New Email Threading Behavior? How to disable in Email template ? And how to change in Apex as well .

#New Releases #Email #Email #CaseManagment

I have what feels like a basic question. We are exploring ways to create tasks linked to Cases and then assign those tasks to other queues / agents. So far so simple.

The issue is people will have to check two places to find their work, the Cases list views and the Tasks list views and this will inevitably lead to work being missed.

Is there a way to combine Cases and Tasks into a list ( I think this is not possible)?

Failing that how have other people dealt with the challenge of collaborating on Cases? Thanks

#Collaboration #CaseManagment

Is it possible for a client using Experience Cloud to be able to search an Email Ref ID that is part of their email discussion with the company?

#Experience Cloud #Email-to-case #CaseManagment #Service Cloud

Hi,

I am trying to achieve a requirement to assign the case to the agent who previously handle the request from the same customer X days before so that the customer with be served by the same agent with a consistent experience and the agent can follow up if any issue left behind from the previous case.

This is not the scenario that the customer replies back to the closed case.

I am thinking of saving the previous agent and the last served date on the Contact. When a case is created, Apex triggers to populate the info on the case before save, if the last served date is within X days, then assigning the case to the previous agent, else kick-starts the case assignment rule.

I would like to explore if there is any out-of-the-box function that can achieve this or other better alternatives.

#Service Cloud #Auto-assign Case Owner #CaseManagment

Hi,

Do you know if it is possible to use tags or topics to filter list views (especially for cases)?

If yes, how to proceed?

Thanks for your help

#Trailhead #List View #Topic #CaseManagment

******Salesforce Service Cloud Webinar(Premier Only)******

Format: Virtual, Listen-Only Webinar

Timezone: EMEA, 10 AM BST

Time Commitment: 1.5 hrs

Scheduled Date: 5th and 6th July 2023

REGISTER HERE: 

1.  Getting Started: Service Cloud: Slack for Service: https://cs.salesforce.com/events/7013y000002q3XxAAI
2. Getting Started: Service Cloud: Automate your case Management:

https://cs.salesforce.com/events/7013y000002pzwjAAA

AUDIENCE: Salesforce Premier and Signature customers can request an individual follow-up after the session.

#Service Cloud #Slack #CaseManagment