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What is Case Management Process for ESG Support about?

This document outlines a case management process for customer service requests. It discusses centralizing cases in Salesforce, integrating cases with knowledge bases, and streamlining processes through automation. Key sections include prerequisites for case creation, an overview of the case lifecycle involving identifying issues, capturing details, researching solutions, communicating resolutions, and closing cases. It also addresses setting up different case origination methods, entitlements, assignment ru

Author

Gaurav

Language

EN