SF Admin Exam - Service and Support - CWP #11

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Across
  1. 4. In the Service ______ you’ll find a tab-based workspace which allows you to see multiple cases at a time
  2. 5. Cases can be assigned to ______ or Queues only
  3. 6. This feature allows users to understand who the key stakeholders are in any case. (2 words)
  4. 8. The case _____ can be accessed on a case record to comment and collaborate with other users to resolve the case
  5. 9. A feature that allows customers to place support issues on a website form (3 words)
  6. 10. Case Auto _______ ______are automatic email replies that are sent to a customer when a case is created (2 words)
Down
  1. 1. ____ ________ Rules automatically assign Leads or Cases to a specified User or Queue - based on a criteria or formula (2 words)
  2. 2. A customer service issue or problem
  3. 3. Case ______ are holding areas for cases until they’re assigned to an owner
  4. 7. This feature allows cases to be automatically created directly from an email to a designated address (3 words)