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A support supervisor needs to grant read and write access on a specific high-profile case to a cross-functional group of engineers and billing specialists who are not the case owner. Which feature should be used?
Case Teams in Salesforce Service Cloud allows users other than the case owner to be granted read or write access to a specific case record. It is designed exactly for cross-functional collaboration on high-profile cases where engineers and billing specialists need visibility and …Read full explanation
Universal Containers utilizes Case Escalation Rules to escalate high-priority cases if they are not closed within 2 hours. An agent takes ownership of an escalated case, but the case is accidentally reassigned back to the queue because the 'Re-assign using active assignment rule' checkbox was left checked. Where must the consultant adjust settings to prevent this behavior on future escalations?
The 'Re-assign using active assignment rule' checkbox is a setting on the Escalation Action detail page. To prevent escalated cases from being reassigned back to the queue when an agent takes ownership, the consultant must adjust this setting on the Escalation Action detail page.
Universal Containers has implemented Web-to-Case to capture inquiries from their public website. Recently, malicious bots have flooded the system with spam cases. Which native feature should the administrator implement to prevent spam submissions without affecting legitimate users?
Google reCAPTCHA v2 for Web-to-Case is the correct native feature to prevent spam submissions without affecting legitimate users. It adds a CAPTCHA challenge to the Web-to-Case form, requiring users to prove they are human, effectively blocking bots while allowing legitimate user…Read full explanation
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