From this chapter, we have learned what a case is and how it is used to keep customers satisfied by being the building block of customer service. We understood what the case Status field is used for and how the values drive the process. We also learned how to create a case and update the Case Status field. We learned what escalation rules are, and gained the skills to configure escalation rules for our Cases. We gained an understanding of the use cases for Web-to-Case and Email-to-Case, as well as the steps needed to set these two features up in Salesforce.
In the next chapter, we will look at reports and dashboards, and how having visibility into KPIs (Key Performance Indicators) helps drive the business!