Salesforce Service Cloud Optimization

Setup a RMA process workflow within the service cloud (see attachment for the workflow).
Create an escalation rule that automatically updates the required recipients (more details below).


Tech support issues to be escalated to the Technical Support Director and to the Regional Vice President to include the following:

Projects with 3 or more tech support calls, within the past 4 weeks, that are critical in nature
Critical calls include the following:
Defective Parts Warranty
Missing Parts
Software Upgrade
Engineering Error
GAL Error ( errors other than engineering errors )
Projects with 5 or more tech support calls, within the past 4 weeks, that are non-critical in nature
Non-critical calls include all calls that are not categorized as critical
About the recuiter
Member since Nov 11, 2022
Nishank Goyal
from Canendiyu, Paraguay

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