📦 PROJECT TASK: Real-World Case Management : IMPORTANT PROJECT TO BE DONE TODAY DURING OUR CLASS TIME

Real-World Case Management Setup – For Your CV & Portfolio!

🚨 No class tonight – use this time wisely to work on this medium-difficulty project!

Hey team 👋,

Since we won’t be having a live class tonight, I’m assigning you a practical project that simulates how real companies in the UK use Salesforce to handle customer support.

🔧 Your Mission: Set up a full Case Management system for a fictional support team at British Gas, a well-known UK utility company that uses Salesforce to manage customer queries and complaints.

🔍 Business Scenario:

British Gas has been receiving hundreds of customer complaints and support queries daily. They want to automate and streamline how cases are created, assigned, responded to, and escalated using Salesforce.

Your role as the Salesforce Admin is to configure their Case Management system in Salesforce to meet the following requirements.

✅ Project Requirements:

1.Create a Support Process & Record Type

Create a Support Process called “Customer Complaints”
Create a Record Type for Cases called “Billing Complaints”
Link the record type to the support process and assign it to relevant profiles (e.g., Support User profile)

2. Auto-Response Rule

Set up an Auto-Response Rule that sends a confirmation email when a new case is created
Example: When a case is logged with a subject containing “Billing Error”, send a message saying:“Thanks for contacting British Gas. A member of our support team will contact you within 24 hours.”

3.Assignment Rules

Set up a Case Assignment Rule that assigns cases automatically to the right queue or user
Example: If Subject = “Gas Leak”, assign it to Emergency Response Queue
If Priority = High, assign it to Senior Support Rep

4.Escalation Rules

Configure Escalation Rules to automatically escalate high-priority unresolved cases after 2 working days
When escalated, reassign to a Supervisor queue and add an alert email to the manager

5.Email-to-Case

(Independent Research Task)

👉 You have NOT been taught this yet — research and figure it out!

Set up Email-to-Case so that when customers email support@britishgas.co.uk, a case is automatically created in Salesforce.

💡Bonus Challenge

Customize Case Page Layouts for different support roles

📸 Submission Instructions:

Complete all configurations in your Salesforce Developer Org
Take clear screenshots of each setup:(e.g., Auto-Response Rule, Assignment Rule, Escalation Rule, Email-to-Case setup, Case record created, etc.)
Compile your screenshots into a PDF or Word document and submit it by uploading it in the community or sharing the link with me

📣 IMPORTANT:

This project is portfolio-worthy and can be added to your CV and interview discussions.

Even if you haven’t learned everything yet, I expect you to use YouTube, Google, and Trailhead to figure it out — just like real admins do 💪. This will test your problem-solving and build your confidence.

Let’s make it count! 🔥

#casemanagement #salesforceproject #pathwaytosalesforce #salesforceproject

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