Come usare
- Copia il comando e controlla il pacchetto prima di installarlo nel tuo ambiente agente.
- Controlla strumenti, credenziali e ambienti richiesti nel documento originale.
- Descrivi input e risultato desiderato; confronta l’output con le fonti.
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-case-managementPrima di iniziare
- L’installazione non include abbonamenti, quote API o accesso ai file.
- Stelle e installazioni indicano attività, non un test indipendente di qualità o sicurezza.
Documento Skill originale
Contenuto dal repository con titoli, esempi, codice, tabelle, link e immagini preservati.
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.
