We are Lightning users just adding our Help Desk team to Salesforce / Service Cloud. We have a number of mature processes involving checklists for specific work to be completed for specific Cases.
Some of these processes involve checklists to ensure that all required work is completed before closing a case. Does anyone have any best practices or recommendations for how best to incorporate checklists into the structure of a case?
Would you use tasks?, or flows, or a path, or Statuses, or child cases, or some other meathod for tracking this work?
All suggestions are welcome.
Thanks much,
Steve
1 answer
You could have a process builder kick off the creation of tasks for the user related to the case. You could have the completion of each task check a hidden or visible and non-editable box on the field and a validation rule built so that the case cannot be closed unless all boxes are checked.
