Fields: Scenario 2

[ScenarioIntro ]

[sc:Scenario ]

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[RCAdmin]

Customer support reps occasionally get calls about issues with the company website.  The VP of customer support would like to give support reps the ability to capture basic technical information when these calls arise.

At a minimum, the customer service reps should be able to capture:

1. What type of device the issue was experienced on:

Computer
Tablet

2. The operating system of the device the issue was experienced on:
Computer
  • Mac OS
  • Windows
  • Linux
  • Other
Tablet
  • iOS
  • Android
  • Windows Mobile
  • Other
[sc:ScenarioSuccessCriteria ]
  1. When case type “Website” is selected, the user will be able to select the device that the issue was experienced on (computer or tablet).
  2. When device type is populated (computer or tablet), the user will be able to select the appropriate device OS (computer: Mac OS, Windows, Linux, Other / tablet: iOS, Android, Windows Mobile, Other).

[button link=”http://beta.certifiedondemand.com/fields-scenario-2-solution/”]Scenario Solution[/button]

[/RCAdmin]

8 thoughts on “Fields: Scenario 2”

  3. I had the same problem with the exercise and John added this note to the scenario solution, thanks John!

    Ensure Type field is listed on the case page layout.
    1.Setup –> Customize –> Cases –> Page Layouts.
    2.Click Edit next to Case Layout (or click Page Layout Assignment to determine which layout is assigned to your profile).
    3.Drag the “Type” field to page if it is not already present. Click Save.

  4. Do you mean “Case origin” instead of case type? You don’t have the possibility to select a case type. Unless you mean we should create different case types here??

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