SFD Crossword

1. The method of further categorizing a case, after Case Cause is chosen//The choices in this field are unique to the department and teamworking the case.
3. This field identifies the stages of work a case moves through, such as open, pending, working, closed, cancelled, reopened.
4. This feature allows a Salesforce user to upload and save commonly-used text responses and/or a signature.
7. The method to route and group cases to be completed.
10. This field lists the Edward Jones branch office number for a case.
13. With this feature associates will be assigned work (calls, written requests, or chats) based on priority.
14. This field identifies the origin of the case.
15. The______ ______ is responsible for resolution of the inquiry, though the case can be modified/reassigned to another associate or queue.
16. The method of categorizing a case; defines the "why" behind the contact, and the choices in this field are consistent for all home office Salesforce users.
17. ___ __ is a real-time, natural language processing tool that can provide timely and accurate responses to common questions through Salesforce chat messaging.
18. A list of written cases currently assigned to a queue or an individual, that allows you to set filters to display records matching certain conditions, criteria, record type(s), and queue assignment(s).

2. An electronic record of a phone call, written or chat inquiry.
3. The method of further categorizing a case, with more detail than the Main Topic field//The choices in these fields are unique to the department/team working the case.
5. Supporting resources relevant to a case, attached for home office reference only.
6. The individual initiating the call or written inquiry.
8. A pre-set parameter triggering an email notification to a case owner or email distribution list, indicating the case is not assigned or has not been closed in a pre-determined amount of time.
9. The original case from which a child case is added.
11. A system-generated tracking number assigned to each case in Salesforce.
12. This field captures the client account number associated with a case.
15. When an existing case needs work/support/approval from another area, but the case owner needs to maintain ownership, an attached child case can be opened from the parent case.