Difference between revisions of "Cases object"
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The ''Cases'' object is a system object that provides the foundation for Case Management solutions. Case ''types'' are implemented as [[Child Objects]], which allows them to inherit the functionality that is built into the Cases object. Some Case object features include: | The ''Cases'' object is a system object that provides the foundation for Case Management solutions. Case ''types'' are implemented as [[Child Objects]], which allows them to inherit the functionality that is built into the Cases object. Some Case object features include: | ||
:* '''Service Level Agreements (SLAs) -''' The ability to specify service level objectives and escalation procedures to help meet those objectives. | :* '''Service Level Agreements (SLAs) -''' The ability to specify service level objectives and escalation procedures to help meet those objectives. | ||
:* '''Channels -''' The ability to carry on case-related communications via Twitter | :* '''Channels -''' The ability to carry on case-related communications via Twitter and Facebook, as well as Email. | ||
:* '''Service Portal -''' Giving customers the ability to create and track their cases online, with options to create a Knowledge Base and/or support Community interactions. | :* '''Service Portal -''' Giving customers the ability to create and track their cases online, with options to create a Knowledge Base and/or support Community interactions. | ||
:* '''Customer Satisfaction Surveys -''' An automated system for checking in with customers to ensure that their cases are resolved. | :* '''Customer Satisfaction Surveys -''' An automated system for checking in with customers to ensure that their cases are resolved. | ||
Revision as of 20:41, 30 April 2013
The Cases object is a system object that provides the foundation for Case Management solutions. Case types are implemented as Child Objects, which allows them to inherit the functionality that is built into the Cases object. Some Case object features include:
- Service Level Agreements (SLAs) - The ability to specify service level objectives and escalation procedures to help meet those objectives.
- Channels - The ability to carry on case-related communications via Twitter and Facebook, as well as Email.
- Service Portal - Giving customers the ability to create and track their cases online, with options to create a Knowledge Base and/or support Community interactions.
- Customer Satisfaction Surveys - An automated system for checking in with customers to ensure that their cases are resolved.