Salesforce Knowledge

3. What you do when you are finished with a case
6. When escalating the case you click on this to locate the appropriate program.
7. You will initially change a new case to this status.
10. Where you indicate a school, district or program for a contact. (
11. Find contacts from this search bar.
12. Click on this sections will take you to the overview and categories of the case.
13. A customer's ticket.
14. Detailed notes go here
15. Click on this to switch the owner of a case.

1. This case record type is selected for a new case when a caller is calling into the correct support line.
2. This case type is selected when the caller has called the wrong support line.
4. You indicate "see case feed" in this field before closing the case.
5. This is selected to begin a case.
8. The prefix used for a specific School Assessment queue to escalate to.
9. A customer's email is documented here