I can't tell you how helpful this and your other YT presentations have been! I started with the SF Admin cert training 4 months ago and it was a nightmare, partially caused by having to do it all virtual. Very limited hands-on practice, and very difficult training lectures. Having you demonstrate the different functionalities and THEN duplicating them on SF side-by-side with your commentary has been MOST HELPFUL. The different SF training sites have been OK, but I never achieved better than 55% on their practice tests (although I did get 65% on the "live" Kryterion SF Admin test and am now able to take the actual cert test), and were very discouraging. I learn by seeing & doing, and, having worked through several of your lessons, I feel a great deal of confidence that I will pass 1st time. Again ... thank you! Steve Reade.
Very helpful video Sreekanth. This is the first time that I completely understood the case management workflow. Thank you very much and keep making great videos.
You videos are very helpful and your way of teaching is very nice. I sincere request is try to upload videos covering all topics regularly especially in this quarantine time we all have so much time to learn from you. I know it will take time to create a video for you but Please please please post them by making time for it Thank you Sreekanth for giving knowledge to us
The explain was so clear!! Never seen any RUclips Video with such great explaination.................Thanks alot and it has given thirst to learn Service Cloud in depth :)
Thanks.last week I attended the interview he asked how case management works?.I am not able to give proper answer.this video very helpful for me.now I able to answer.
Hi Sreekanth, Can You please make Vedio on Lead Management as well(How to create and Convert Lead, Please explain all the deails about lead in single vedio.).
Very good detailed video with explanation of different case scenarios. I have 1 more case scenario where I want to close a case which is getting created from Email, if subject contains some value then automatically case will close. For example if case subject contains =ABC, status of case should be closed.
Hi Srikanth, how many attachments can be attached using the email to case if user is reaching via email and any specific format is supported only? Please let me know as i have been asked this question in an interview
oh man! This is what i was looking for, no one has taught me in this way. . can you please create a lecture on LEAD management with contacts, acc, oppurtunities
Hi Srikanth, you are the best i really like your videos and presentation skills which are helping me to understand the concepts more in detail. Please continue to create more videos like this. Can you create videos on sales cloud as well. Thanks, Sag
Hi Sreekanth, I need some clarification on how to send auto response email when we received an email from Email addresses which are not mentioned in `Accept from` - Email setiings in email to case routing. Please suggest me.
one question - you sent the case email direct to the long salesforce address. If you send it to the routing address issues can occur as it is coming from the routing address and not directly from the contact
Yet another superb video... Complex concept explained in easiest possible manner. One question: Assignment rules and Omni channel... how can these 2 work together? Can we Assign to Queue using Assignment Rule and then Omni channel picks from Queue and assigns to users using Productivity formulas?
Hi bro small doubt In case auto response after giving criteria there is a name and email address field so in that email address field whose email we have to provide whether user email address or customer email address. Plz help me regarding this
Brilliant Video especially for someone like me who is implementing Service cloud in the company. And I have one question - I can't see these options under 'Most Recent Activity' where you can see the email comments from customers. I dont get these tabs - 'All Update' , 'Emails', 'Call Logs' 'Text Posts' 'Status Changes'. All I can see in this window is the email that I have sent out to the customer as a support agent. Please tell me how to fix that.
Assignment rules and Omni channel... how they work together? suppose if I configure both assignment rule and omni channel .. what happens if a assignment rule is suppose to assign a case to person X, but person X is already loaded with cases and person Y is free...In this case will the case be assigned to Person X or Person Y???
Srikanth your explanation is awesome. Please can give me the solution to implement this use case "Track Case time statistics based on the time taken to respond back to customer" I really appreciate if you give the steps to do this use case . Thanks in advance
It depends on how you respond to your customer after case is created. However Couple of possible scenarios mentioned below Create a field: First_Response_Time (Date Time field) Scenario 1: First response can happen by changing the status of Case from New to In Progress. 1: Create a workflow/process builder on Case to update field First_response_time= Now(), when Status changes from "New" to "Inprogress". 2: Create formula field as below. Hours_before_first_response= If(First_Response_Time!=null, (CreatedDate-first_response_time__c)/(60*60*1000),null) 3: Create a report with Hours_before_first_response field which has response time, you can perform any function as you like. eg: avg case response time, least case response time, cases which were responded late etc.. Scenario 2: First response is by sending email to customer. 1: Write Process builder/Trigger on email message when record is created to populate its case record's field First_response_time=now(), ONLY IF First_response_time IS NULL. 2: Same as scenario 1. 3: Same as scenario 1. Hope this helps!
Hi Sreekanth. Your tutorials are great. Any chance you might be able to do a video on flow + strategy builder + Einstein next best action and how they correlate with one another? Or a video on how to set up Einstein's next best action?
I am unable to respond via email to cases created through email. I do not have the option to reply to the case. Is there a setting that I need to set up in order to show the reply to buttons (options)
I came across your videos and I have to say it's one of the best explanations I have seen. Very clear and straight to the point. Nice job!
I can't tell you how helpful this and your other YT presentations have been! I started with the SF Admin cert training 4 months ago and it was a nightmare, partially caused by having to do it all virtual. Very limited hands-on practice, and very difficult training lectures. Having you demonstrate the different functionalities and THEN duplicating them on SF side-by-side with your commentary has been MOST HELPFUL. The different SF training sites have been OK, but I never achieved better than 55% on their practice tests (although I did get 65% on the "live" Kryterion SF Admin test and am now able to take the actual cert test), and were very discouraging. I learn by seeing & doing, and, having worked through several of your lessons, I feel a great deal of confidence that I will pass 1st time. Again ... thank you! Steve Reade.
Agree - I am on the same boat :)
Not skipping any adds on videos, to support this channel. Keep posting more content about Salesforce.
I must thank you putting this together. Great explanation of the platform. It is easy to follow, engaging and well laid out. Great Job!
Very helpful video Sreekanth. This is the first time that I completely understood the case management workflow. Thank you very much and keep making great videos.
really impressed by your teaching skills........thanks alot for providing videos with clear explanations
Seriously the way you explain each and every possible technical functionalities by your real time examples you deserve to perfect 👌🎉 mentor Boss
You videos are very helpful and your way of teaching is very nice. I sincere request is try to upload videos covering all topics regularly especially in this quarantine time we all have so much time to learn from you. I know it will take time to create a video for you but Please please please post them by making time for it
Thank you Sreekanth for giving knowledge to us
You are a beast in Explaining salesforce things.
Hi Srikant, Please make more videos. You are best creator on youtube for salesforce concepts understanding.
Thank you Shreekanth! your videos are very helpful. As a beginner I found them easy to understand, great explanations. Keep uploading.
Your videos are underrated, you explain concepts very well with different scenarios, thanks a lot for such great contents
Hi sir as i m a beginner with 11 career gap it made so easy to understand with scenario plz make more videos. U r best mentor ever seen
Best real time scenario videos, well explained.
Please make the salesforce whole series your explaination is tooo gooooddddddddddd.Helping a lot to understand.
i have watched many videos, your approach is very unique and very very helpful bro, many thanks
Wat an explanation....u r a champ sir. Thank you god bless you sir.
this is fab!
best explanation!
This guy is a gem.
great job.....explaining in a clear way......thank u
All of the Service cloud in one single video!!! Excellent. It was a great help for me to have a quick recap.
The explain was so clear!! Never seen any RUclips Video with such great explaination.................Thanks alot and it has given thirst to learn Service Cloud in depth :)
Great Job bro, 30 minutes video went like 1 minute or 2 with your awesome explanantion.
Hello shreekant ..You are providing excellent explanation.
Thanks.last week I attended the interview he asked how case management works?.I am not able to give proper answer.this video very helpful for me.now I able to answer.
Concepts are very clear...Thank you
Simple & sober way yet the outcome is fantastic...Thanks for the amazing lessons.
Amazing video for the one is prepraing for salesforce admin exam
Thanks for sharing knowledge in great way, kindly make videos on LWC and Integration
This is the best SF tutorials.
Hi Sreekanth, Can You please make Vedio on Lead Management as well(How to create and Convert Lead, Please explain all the deails about lead in single vedio.).
its simliar like to email to case case assignment rules in service cloud, in marketing cloud lead assignment rules will work try your best
Hai Srikanth the video is very useful and Thanks for that and post more videos like this in the up coming days.
Worth watching.. Awesome Sreekanth
Wonderful explaination...🙏🙏 I haven't heard this kind of explaination before...thank you Srikanth
Your videos are great. I hope you will make more videos on Salesforce. Thank you!
Very informative and clear.. Thank you ! You should definitely make many more videos like this. You got the skills !
great video from great youtube channel
excellent guruji. i am expecting more videos from your side.
Thanks Sreekanth for sharing a very great knowledge.
Very good explanation. Good job bro
This is the best video I have come across on Case Management -- Awesome. How do I give double thumbs up ? :)
Very good detailed video with explanation of different case scenarios. I have 1 more case scenario where I want to close a case which is getting created from Email, if subject contains some value then automatically case will close.
For example if case subject contains =ABC, status of case should be closed.
your explanation very good
VERY useful and helpful video. Thanks for creating!
Excellent explanation! Good job !
Sir please explain all the important topics at admin side and developer side.This is the only source I understand easily about Salesforce
Excellent explanation Sir. Thank you for your time.
U explain so well.. please make more detailed videos on Salesforce .. May not require animation but please make videos on Salesforce
Hi Srikanth, how many attachments can be attached using the email to case if user is reaching via email and any specific format is supported only? Please let me know as i have been asked this question in an interview
This is the best explanation ❤️❤️❤️
Thank you so much Sreekanth nice Explaination
oh man! This is what i was looking for, no one has taught me in this way. . can you please create a lecture on LEAD management with contacts, acc, oppurtunities
Love to learn from this videos you are the best
fantastic , neat explanation , very helpful to me
Thank you so much for explanation.
awesome video, Thanks bro... Please make videos on Lightning and LWC also.
Simple and very very much interested..
this is very well presented and articulated, thanks!
Hello Sreekanth, excellent content on case management. Would you be able to do a demo on community (partner portal) setup and functionality? Thanks
Great explanation and its really easy to understand the way you explained ... :)
Thank you so much. Awesome and it is Very well explained.
Brilliant Video.
Very well explained for beginners
Which tool you are using to make the videos ?
Thanks for the video so much
Too good explaination sir , thank u
Thank you Ashish!
Thank you sreekanth😊
Hi Srikanth, you are the best i really like your videos and presentation skills which are helping me to understand the concepts more in detail. Please continue to create more videos like this. Can you create videos on sales cloud as well.
Thanks,
Sag
Brilliant explanation , if possible please do it vedio on Entitalement and SLA ,,, Thank you
Hi Sreekanth,
I need some clarification on how to send auto response email when we received an email from Email addresses which are not mentioned in `Accept from` - Email setiings in email to case routing. Please suggest me.
Wonderful explanation sir.. Thanks.. Can u please upload any video on Entitlement Process and milestone
Excellent tutorial Srikanth, Please do more videos, your syle of cover the subject is very well understandable. Thank you for your help.
Thanks Jaya kumar!
very nice explanation sirikant
one question - you sent the case email direct to the long salesforce address. If you send it to the routing address issues can occur as it is coming from the routing address and not directly from the contact
What clear explanation with use cases, People will learn many things from you without any hassle....keep it up sir ji
Nice video Bro!! Please do more videos.Keep it up
Thank you Pavan! Uploading couple of videos this week.
Sir very very nice explanation
Great. Could you please make video on Sales Cloud and Marketing Cloud
Best teacher !!
It is great! Thank you!
nice explanation Sreekanth. Can you make Campaign and lead management videos too please in detail by giving examples how to do it
Yet another superb video... Complex concept explained in easiest possible manner.
One question: Assignment rules and Omni channel... how can these 2 work together? Can we Assign to Queue using Assignment Rule and then Omni channel picks from Queue and assigns to users using Productivity formulas?
Good Explanation 👍
Great explanation
Thank you so much bro , really really good explanation
Amazing Video
nice video sreekanth, Please make a video on knowledge based in case management, so how to use knowledge based article in case management
Hi bro small doubt
In case auto response after giving criteria there is a name and email address field so in that email address field whose email we have to provide whether user email address or customer email address. Plz help me regarding this
Brilliant Video especially for someone like me who is implementing Service cloud in the company.
And I have one question - I can't see these options under 'Most Recent Activity' where you can see the email comments from customers. I dont get these tabs - 'All Update' , 'Emails', 'Call Logs' 'Text Posts' 'Status Changes'.
All I can see in this window is the email that I have sent out to the customer as a support agent.
Please tell me how to fix that.
Actually I figured it out. By default the Feed tracking for Cases wasn't activated for all the fields. Once I did that it seems to work fine now.
Assignment rules and Omni channel... how they work together? suppose if I configure both assignment rule and omni channel .. what happens if a assignment rule is suppose to assign a case to person X, but person X is already loaded with cases and person Y is free...In this case will the case be assigned to Person X or Person Y???
Hey! your way of explanation is too good. Why did you stop creating these videos?
I have a query , can we use auto response rule to send email automatically when a case is closed
Thank you, brilliant explanation :)
Great Explanations. Thanks a lot.
nice explanation Sreekanth
Thank you Shiva!
just awesome
Do you provide training ? If you do , I can I reach out to you . Thanks
Srikanth your explanation is awesome. Please can give me the solution to implement this use case "Track Case time statistics based on the time taken to respond back to customer" I really appreciate if you give the steps to do this use case . Thanks in advance
It depends on how you respond to your customer after case is created.
However Couple of possible scenarios mentioned below
Create a field: First_Response_Time (Date Time field)
Scenario 1: First response can happen by changing the status of
Case from New to In Progress.
1: Create a workflow/process builder on Case to update field First_response_time= Now(), when Status changes from "New" to "Inprogress".
2: Create formula field as below.
Hours_before_first_response=
If(First_Response_Time!=null, (CreatedDate-first_response_time__c)/(60*60*1000),null)
3: Create a report with Hours_before_first_response field which has response time, you can perform any function as you like.
eg: avg case response time, least case response time, cases which were
responded late etc..
Scenario 2: First response is by sending email to customer.
1: Write Process builder/Trigger on email message when record is created to populate its case record's field First_response_time=now(), ONLY IF First_response_time IS NULL.
2: Same as scenario 1.
3: Same as scenario 1.
Hope this helps!
@@SalesforceExclusive Thanks very much I will try & let you know
Hi Sreekanth. Your tutorials are great. Any chance you might be able to do a video on flow + strategy builder + Einstein next best action and how they correlate with one another? Or a video on how to set up Einstein's next best action?
Hi Mat, I've some understanding of NBA. Let me know if you need document on how to create nba and some use cases.
@@integrations7548 I'd love to chat about how you're using nba!
great information.
I am unable to respond via email to cases created through email. I do not have the option to reply to the case. Is there a setting that I need to set up in order to show the reply to buttons (options)
Great❤