Mode d’emploi
- Copiez la commande et examinez le paquet avant de l’installer dans votre environnement agent.
- Consultez le document original pour les outils, identifiants et environnements requis.
- Décrivez les entrées et le livrable souhaité ; comparez la sortie aux sources.
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-case-managementAvant de commencer
- L’installation n’inclut ni abonnement au modèle, ni quota API, ni accès aux fichiers.
- Étoiles et installations reflètent l’activité, pas un test indépendant de qualité ou de sécurité.
Document Skill original
Rendu depuis le dépôt source en conservant titres, exemples, code, tableaux, liens et images.
Service Cloud Case Management
Use This Skill When
- Building or reviewing case lifecycle states and transitions.
- Designing assignment rules, queue ownership, and escalation logic.
- Defining service processes, record types, and case page layouts.
- Improving triage quality, first-contact resolution, and closure hygiene.
Core Workflow
- Map intake channels
- Capture origin (
Email,Web,Chat,Phone,API) and required fields.
- Define lifecycle
- Standardize statuses and allowed transitions.
- Add explicit entry and exit criteria for each status.
- Design ownership model
- Queue-first or direct assignment by product, severity, segment, or language.
- Add escalation controls
- Time-based and condition-based escalations with clear target teams.
- Close with quality gates
- Require resolution code, root cause category, and customer communication confirmation.
Deliverables
- Case lifecycle table (status, owner, SLA timer behavior).
- Assignment and escalation rule summary.
- Data quality checklist for intake and closure.
- Top 3 operational risks and mitigations.
