Advanced SFDC

Self-created list views are by default visible to:

• Only me

• All users

• The users I select

A case should always have filled in:

• Contact, regarding, on behalf of

• Contact, on behalf of

• Contact, regarding

• Regarding, on behalf of

The on behalf of field should be used for:

• The person who filed the case

• The person who the case is about

• The person who indirectly reported the case

If a case requires conflict resolution, the following ER/LR type should be used:

• Investigate

• Appeal

• Facilitate

• Advise

The call log functionality should be used for:

• E-mails sent outside cases

• Calls and conversations

• Interview notes

• All of the above

Cases with unread e-mails are shown in the list view:

• In red

• With a ticked checkbox

• With an exclamation mark

• In bold

Who can add attachments to the case?

• Case opener

• ERP

• ERA

• All of the above