(Service and Support applications 11%) Set up case escalation and entitlements

Question 1

What do you see when you go to case escalations in setup?

Answer 1

all the escalations at once

Question 2

what do you use to ensure large accounts get all the attention they need in support cases

Answer 2

Process builder to setup a flow that notifies support specialists of new cases

Question 3

what are entitlements?

Answer 3

its what helps understand the level of service customers are entitles to based on their service level agreements (SLA)