Summary  
This chapter explains how to implement and manage a record entity with multiple fields—including enumerated status values for state transitions, ownership assignment, and categorization—to streamline workflow.  

General domain of usage  
Customer support

**Cases** serve as the **foundation for handling customer support issues**, allowing teams to **track, manage, and resolve requests efficiently**.

**Cases in Salesforce** are **straightforward and highly adaptable**. While many organizations **integrate Cases** with **other automated systems**, the **fundamentals covered here** equip you to **handle any setup**.  

With a **clear understanding** of **Case creation and management**, you're now ready to **streamline customer support operations**.    

What does the "Escalated" Case Status mean?

Why is it important to include a Subject in a Case?

Questo è un corso introduttivo per principianti che non hanno mai utilizzato un CRM prima d'ora, ma che dovranno utilizzare Salesforce come parte fondamentale del proprio lavoro. Le professioni coinvolte includono analisti aziendali, marketer, PR, redattori di contenuti e tutti coloro che possono essere chiamati a lavorare con Salesforce in diverse modalità (un marketer potrebbe concentrarsi sulla qualificazione dei lead, un altro potrebbe essere interessato alla chiusura delle opportunità, un altro ancora potrebbe gestire il calendario delle email). Sempre più spesso, queste professioni richiedono la conoscenza di Salesforce (o di altri CRM), rappresentando una barriera all'assunzione.

You'll get crystal clear on why Salesforce is such a game-changer for businesses by diving into a relatable real-world scenario. Through the story of EcoMarket Deliveries, you'll explore the common pain points businesses face without a structured CRM system—from disorganized data to missed opportunities—and discover exactly how Salesforce solves these challenges with powerful, streamlined solutions.

What is the first step to import contacts into the Service Tab?

Which Case Reason indicates the documentation needs to be worked on?

How does the Knowledge Tab help employees resolve issues?

What happens when you attach a Knowledge Article to a Case?

What happens when you save changes to a draft Knowledge Article?

Learn to navigate and customize the Salesforce interface while mastering key concepts like leads, opportunities, accounts, and contacts. Tackle real-world challenges with EcoMarket Deliveries, from adding new leads manually to bulk importing them efficiently. Gain practical skills to qualify and convert leads, moving them through the sales funnel to drive business success.

Learn to turn prospects into customers using EcoMarket strategies, understand what opportunities signify, and get hands-on with creating and editing opportunity records. Explore sales stages for revenue forecasting and discover how to associate products or services with deals to enhance your sales workflow.

Learn to set up Salesforce Service Cloud, manage cases, and leverage the Knowledge Panel for enhanced customer support.

Discover how to segment emails, apply advanced filters, and automate communications using Merge Mail. Improve response times and maintain consistency in messaging with Salesforce's built-in email optimization features.

Master Salesforce reporting and analytics by creating reports, dashboards, and leveraging data insights.

How to Set Up & Manage Cases in Salesforce Service Cloud

1. What does the "Escalated" Case Status mean?

2. Why is it important to include a Subject in a Case?

Awesome!

How to Set Up & Manage Cases in Salesforce Service Cloud

1. What does the "Escalated" Case Status mean?

2. Why is it important to include a Subject in a Case?