Create Support Processes

Learning Objectives

In this project, you’ll:

  • Create processes to streamline a support team’s workflow and case management.
  • Customize fields, page layouts and record types for different kinds of support cases.
  • Define picklist values for each new record type.
  • Create case assignment rules, queues and escalation rules to push cases to the appropriate support team at the appropriate time.
  • Create and manage entitlements to customize the level of support for each customer.

In this project you step in as admin for Ursa Major Solar, Inc. Ursa Major Solar is a Southwest-based supplier of solar components and systems. As the admin, it’s your job to help the company become more productive and efficient when managing cases. With this in mind, you’re tasked with changing how Ursa Major Solar handles cases.

The support team’s productivity and customer satisfaction are both high priorities for Ursa Major Solar. To that end, you need to create separate processes for handling product support cases and customer inquiries. The processes should track the case statuses and agents should also specify the type of case or inquiry they’re logging.

Create a New User Using Lightning Setup Flow

Before you get going on that, add user Ada Balewa, Ursa Major Solar’s Customer Support Specialist.

  1. Click Setup Icon and select Service Setup.
  2. From Service Setup Home, click the Get Started button in the Add Your Users tile.
  3. Add your Product Support Specialist, Ada Balewa, by entering the following information.
    • Email (Username): ada.balewa@ursamajorsolar + your initials + today’s date (DDMMYY).com
    • First Name: Ada
    • Last Name: Balewa
    • Profile: Custom: Support Profile
    • Queue: Leave as-is
  4. Click Add Users, then Finish.
  5. From Service Setup, enter Profiles in the Quick Find box and select Profiles.
  6. Click Edit next to Custom: Support Profile.
  7. Under the Administrative Permissions section, select Lightning Experience User.
  8. Click Save.

Configure Case Status Picklist Values

To help Ursa Major’s customer support reps track cases more efficiently, add values and customize your case status picklist values to track the status and life cycle of cases. 

  1. Click the Home tab.
  2. From the Recommended Setup, click Get Started under the Customize Case Status tile.
  3. In the Enter a new status name field, add these case statuses, clicking Addafter entering each value.
    • Product Defect Logged
    • Product Defect Fixed
    • On Hold
  4. Use the up and down arrows to move the new values immediately below Working.
    Customize Case Status picklist options
  5. Click Save.

Create Processes

Now create a product support process to support product-related cases.

  1. From Service Setup, enter Support Processes in the Quick Find box and select Support Processes.
  2. Click Newand complete the field details.
    • Existing Support Process: Leave as Master
    • Support Process Name: Product Support Process
    • Description: Support process for product support cases
  3. Click Save.
  4. In the Selected Values section, select On Hold and click Remove to remove this value from the list.
  5. Click Save.

Next, create an inquiry support process for customer inquiries.

  1. From the Support Processes setup page, click Newand fill in the details.
    • Existing Support Process: Product Support Process
    • Support Process Name: Inquiry Process
    • Description: Support process for inquiries
    • Click Save.
  2. From the Available values list, select On Hold and click Add to move it to the Selected Values list.
  3. From the Selected Values list, select Product Defect Logged, Product Defect Fixed, and Escalated, and click Remove to remove the values.
  4. You should be left with New, Working, On Hold, and Closed in the Selected Values list.
    Customize the Inquiry case status picklist values to include New, Working, On Hold, and Closed.
  5. Click Save.

Add Ursa Major Solar’s products to the product field picklist for product support cases.

  1. Click the Home tab, then, click View All under the Recommended Setup section.
  2. Select the Click to Customize tile.
  3. Select Case.
  4. Select  Fields & Relationships and click Product.
  5. Under the Values related list, click New.
  6. Enter the following values, pressing the Enter key after each one.
    • Solar Panels
    • Inverters
    • Charge Controllers
    • Batteries
      Add product picklist values for Product Support cases
  7. Click Save.
  8. Scroll back down to the Values related list, and click Deactivate, then OK next to all values except for Solar Panels, Inverters, Charge Controllers and Batteries. (If you see a pop-up message, click Cancel. You may have to refresh your page after deactivating your products to see them move to the Inactive Values list.) This ensures your support team only sees the products that are relevant to Ursa Major Solar. When you're finished only Solar Panels, Inverters, Charge Controllers and Batteries remain in the Values related list, with all other values in the Inactive Values related list.
    Active values (products) for Ursa Major Solar, and inactive values (products).

Add picklist values to the standard Type field for all cases to quickly view and track the type of case you are handling.

  1. Click Back to Case Fields.
  2. Click Type.
  3. In the Case Type Picklist Values section, click New. Enter the following values, pressing the Enterafter each one.
    • Product
    • Shipping
    • Warranty
    • Problem
    • Feature Request
    • Question

      4. Click Save.

Create Case Page Layouts

Create a product support case page layout to show information specific to product-related cases.

  1. Click Back to Case Fields.
  2. Click Case Page Layouts in the left-side navigation.
  3. Click New and fill in the details for the Product Support Case Layoutfirst.
    • Existing Page Layout: leave as None
    • Page Layout Name: Product Support Case Layout
    • Select the Feed-Based Layout checkbox.
  4. Click Save.
  5. From the options in the pane at the top of the page, hold CTRL/command, then click and drag Product, Type, and Case Reason down to the Case Detail section below.
  6. Click Layout Properties.
  7. Under Case Assignment Checkbox, select the Show on edit page and Default checkboxes.
  8. Click OK.
  9. Click Save.

Next, create an inquiry case page layout.

  1. Click Newand fill in the details for the Inquiry Case Layout.
    • Existing Page Layout: Product Support Case Layout
    • Page Layout Name: Inquiry Case Layout
    • Select the Feed-Based Layout checkbox.
  2. Click Save.
  3. Hover over Product and click Remove Icon when it appears to remove the Product field. Do the same for Case Reason.
    Create and customize Product Support and Inquiry case page layouts
  4. Click Layout Properties.
  5. Under Case Assignment Checkbox, ensure the Show on edit page and Default checkboxes are selected.
  6. Click OK.
  7. Click Save.

Create Record Types

Now, create Product Support and Inquiry Record Types using the Case Page Layouts you just created. The Record Type will determine which case page layout you see when creating a case.

  1. From the Case object page, click Record Types.
  2. Click New and complete the field details.
    Existing Record Type
    Record Type Label
    Product Support
    Support Process
    Product Support Process
    Record type for product support
    Active checkbox
    Make Available header checkbox (this will enable all profiles)
  3. Click Next.
  4. From the Select Page Layout menu, select Product Support Case Layout.
  5. Click Save & New, and enter the details.
    Existing Record Type
    Product Support
    Record Type Label

    Record Type Name
    Let default
    Support Process
    Inquiry Process
    Record type for inquiries

    Active checkbox
    Make Available header checkbox (this will enable all profiles)
  6. Click Next.
  7. Select Page Layout: Inquiry Case Layout
  8. Click Save.

Edit the case type picklist values for the Product Support and the Inquiry Layouts.

  1. While still on the Inquiry Record Type Page, in the Picklist Available for Editing section, click Edit next to the Type.
  2. In the Selected Values section, hold the CTRL/commandkey and select these values:
    • Mechanical
    • Electrical
    • Electronic
    • Structural
    • Problem
    • Feature Request
    • Question
  3. Click Remove. (You should be left with Other, Product, Shipping, and Warranty.)
    Customize the inquiry case type picklist values for inquiry cases.
  4. Click Save.
  5. Click Record Types.
  6. Select the Product Support record type.
  7. In the Picklist Available for Editing section, click Edit next to the Type field.
  8. In the Selected Values section, hold CTRL/command key and select all values except Problem, Feature Request, and Question.
  9. Click Remove.
  10. Click Save.
    Customize the product support case type picklist values for Product Support cases.

Create a Case to Test Your Support Processes

To test the inquiry process you set up, create an Inquiry case using the new Inquiry record type. Pat Stumuller, a customer contact at Pyramid Construction, called in to find out what kind of warranty his company has for their solar panels. Log a case to track the inquiry.

  1. Click App Launcher Icon to open the App Launcher and select Service.
  2. In the Global Search box, enter Pat Stumuller and select Pat Stumuller when the name pops up.
  3. In the Cases related list, click New.
  4. Select Inquiry as the record type, and click Next.
  5. Complete the Inquiry case details.
    • Status: Working
    • Case Origin: Phone
    • Subject: Warranty inquiry
    • Description: What is the warranty on solar panels?
    • Type: Warranty
  6. Click Save.

You just created support processes that enable your support team to handle different types of incoming cases. Great job! Next, discover how to create case queues and assignment rules to route incoming cases to the appropriate teams.