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Topics#Trailhead ChallengesPregunta de William Hodges
William Hodges ha preguntado en #Trailhead Challenges
20 abr 2024, 22:48

I need help. I've tried the suggestions for "We can't find a new Product Support case for Pyramid Construction" none of them worked.

Hello everyone,

 

I received the error message: "We can't find a new Product Support case for Pyramid Construction"

 

I've tried clearing browser cache, started on a new playground, and checked to make sure that I set the correct record type for the case. In Create a Case Escalation Rule all goes well until I get to the "Test the Escalation Rule"  I noticed the Product Support case details in the example on the screen have Fields & Values that are different than when I verify the case escalation rule is working by creating a case and monitoring case escalation. The 2 pages are different. In the example the Fields & Values have Type/Problem, Case Reason/Performance, Product/Inverters listed. The case screen that I get is missing these Fields & Values & I can find no place to add them. I would appreciate any ideas you may have that might get me past this frustrating module/project.

 

#Trailhead Challenges  #Salesforce Admin  #TrailblazerCommunity

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5 respuestas
  1. Eric Burté (DEVOTEAM) Forum Ambassador
    20 abr 2024, 22:57

    Hello @William Hodges have you done the first unit of this module ?

    In this unit, you are asked to configure Type 

     

    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 Enter after each one.
    • Product
    • Shipping
    • Warranty
    • Problem
    • Feature Request
    • Question

     4. Click Save.

     

      In this unit, you are asked to configure Product too

     

    1. Select Fields & Relationships and click Product (the picklist one, not the lookup).
    2. Under the Values related list, click New.
    3. Enter the following values, pressing the Enter key after each one.
    • Solar Panels
    • Inverters
    • Charge Controllers
    • Batteries

    That is also the place where the support process is asked to be created

     

    1. From Service Setup, enter Support Processes in the Quick Find box and select Support Processes.
    2. Click New and 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.

    Eric

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