Page 8 - How do I Manage Cases In SalesForce

Salesforce Hot Sheet

Glossary of Terms

• Case – A list of tickets logged in the named queue.

• Case # - The number the logged ticket can be found under.

• Customer Information – The customer's name and contact info displayed on the ticket.

• Post – Notes posted for the life of the ticket.

• Log a Call – Notation of a logged ticket will be here when making a phone call to the
financial support center.

• Email – Method to reply to the user who logged a ticket.

• File – Method to attach any Files or Images from salesforce or your computer.

• Change Status – Process to update the ticket status from New to In Progress, Closed,
Escalated, Waiting on additional info from user, No response from Initiator for 7 business
days, and Repository.

• New Note – Notation for any internal users that are assisting with a logged ticket. This would
be visible to only client and support.

• New Task – Listing any extra steps that are needed to resolve the solution.

Need Help?

For additional help, please contact:
Email: Linda Erhard
Phone: 404-727-2879

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