Hey team, sorry to disappoint you guyz today i had a tiring day and wanted to nap but woke up not long ago. I will reschedule this class to another time, indeed my appologies and i will make it up to Team Gamma😟 I will let you all know of the time this week. Thanks for your understanding. Kind regards Godwin

Hello Team Alpha 👋 We’d like to check in and see who has completed the project. Today’s class is scheduled as a demo session so if you’ve already finished, please comment “Done” below. This will help us confirm the number of completed projects and ensure the demo session goes as planned. Thanks! 🙌

🏢 Company Context You are the Salesforce Administrator supporting British Gas UK. British Gas uses Salesforce Service Cloud to manage customer enquiries related to billing issues, technical faults, and general customer support. Customer emails currently go unmanaged, cases are not routed correctly, and managers lack visibility into team workload. Your responsibility is to design and implement a clean, working Service Cloud setup that reflects how a real support team would operate, while working within the limits of a Salesforce Developer Org. 🎯 Project Objective By completing this project, you will demonstrate your ability to • Configure Service Cloud for case management • Handle customer emails using Email to Case • Route cases automatically using Qualification and Assignment Rules • Use automation to enforce business behaviour • Build reports for support managers This project is practical, portfolio worthy, and demo focused. 👥 Team Structure and License Awareness Salesforce Developer Orgs usually provide 2 to 4 Salesforce licenses. You must work within this limit. Recommended setup • 1 Support Agent • 1 Billing Agent • 1 Support Manager • 1 Salesforce Admin If you run out of licenses • Use the Salesforce Admin user to simulate Manager actions • Log in and out of users to demonstrate behaviour • Explain assumptions clearly during your demo This is realistic and acceptable in real projects. 📊 Objects In Scope You will work only with standard Service Cloud objects • Case • Contact • Account No custom objects No advanced features like milestones or entitlement processes 🧱 Case Fields to Create Create the following custom fields on the Case object. Issue Category Picklist Values Billing Technical General Enquiry Urgency Level Picklist Values Low Medium High Resolution Notes Long Text Area These fields must be used in routing and automation. 📩 Email to Case Configuration Configure Email to Case so that • Incoming customer emails create new Cases

I cant wait plsssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssssss