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Topics#Salesforce DeveloperRebecca Martell の質問
Rebecca Martell が「#Salesforce Developer」で質問
2023年11月17日 13:17

Case process architecture help needed

Hi!

I would highly appreciate input on the following architectual use case: I'm currently setting up service cloud and one requirement is to be able to initiate cases from different objects such as lead, opp, contact, account where fields should be prepopulated and shown on the case record (for example account owner and account name).

They also have different types of cases, such as bug, question, improvement suggestions. These have pretty much the same process around them but it would definetely help to be able to have different support processes and picklist values for them.

What approach would you take when it comes to the record type choice? Would you configurate record types as case typ (bug, question, improvement suggestions etc) or per object they open the case from (account, lead, opp). My idea with the later was to present and prepopulate different fields depending on what object they inititate the case from, but maybe there is antoher way than using record types for that(?).

Thanks in advance! Kr Rebecca
1 件の回答
  1. VINAY KUMAR K (Salesforce)
    2023年11月19日 5:24
    Hi Rebecca,

    You can reach out to accelerate team for inputs on your requirement, if you have premier support.

    https://help.salesforce.com/s/articleView?id=000387492&type=1

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