Service & Support Applications – (11%)

အကုန်လုံးလက်တွေ့လိုက်မလုပ်လဲရလောက်ပါတယ်။
Web-to-Case, Case Assignment Rules, Case Escalation Rulesလုပ်တဲ့ setting တွေတော့လက်တွေ့နဲနဲလိုက်စမ်းသင့်။

1. Sales Process

• Case: Customer issue or request; tracks status, priority, contact, and related records.
• Queues: Shared worklists where multiple users can take ownership of cases.

2. Case Automation

• Support Processes: Control which Case Status values are available (like “New ➞ Working ➞ Closed”).
• Auto-Response Rules: Send automatic emails to customers when a case is created (confirmation, next steps).
• Case Escalation Rules: Automatically reassign or notify if cases aren’t resolved within a defined time.

3. Other Key Features

• Email-to-Case / Web-to-Case: Automatically create cases from customer emails or website forms.
• Service Console: Unified workspace for support agents (view related records, knowledge articles).
• Knowledge Base: Store & share FAQs, troubleshooting guides.

Exam Tip

• Know difference between Assignment vs Escalation vs Auto-Response
• Support Process = Case Status values
• Queues = group ownership for cases