{"id":1043,"date":"2018-02-12T20:04:06","date_gmt":"2018-02-12T12:04:06","guid":{"rendered":"http:\/\/www.ponybai.com\/?p=1043"},"modified":"2018-02-12T20:04:06","modified_gmt":"2018-02-12T12:04:06","slug":"service-cloud%e5%9f%ba%e7%a1%80%ef%bc%882%ef%bc%89%e4%b8%aa%e6%a1%88","status":"publish","type":"post","link":"http:\/\/www.ponybai.com\/?p=1043","title":{"rendered":"Service Cloud\u57fa\u7840\uff082\uff09\u4e2a\u6848"},"content":{"rendered":"<div class=\"nested0\">\n<h2 id=\"Tdxn4tBK-heading1\" class=\"helpHead2\">\u5b66\u4e60\u76ee\u6807<\/h2>\n<div class=\"body\">\n<div id=\"p2\" class=\"p\">\u5b8c\u6210\u672c\u5355\u5143\u540e\uff0c\u60a8\u5c06\u80fd\u591f\uff1a<\/p>\n<ul class=\"ul bulletList\">\n<li class=\"li\">\u4f7f\u7528\u961f\u5217\u8def\u7531\u6848\u4f8b\u6240\u6709\u6743\u3002<\/li>\n<li class=\"li\">\u81ea\u52a8\u5206\u914d\u4e2a\u6848\u3002<\/li>\n<li class=\"li\">\u81ea\u52a8\u56de\u590d\u5ba2\u6237\u3002<\/li>\n<li class=\"li\">\u5fc5\u8981\u65f6\u5347\u7ea7\u6848\u4f8b\u3002<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<div id=\"service_basics_auto_case_management_intro\" class=\"topic nested0\" lang=\"en-us\" xml:lang=\"en-us\">\n<h2 id=\"Tdxn4tBK-heading2\" class=\"helpHead2\"><span id=\"topic-title\" class=\"ph\">\u6848\u4f8b\u81ea\u52a8\u5316\u7b80\u4ecb<\/span><\/h2>\n<div class=\"body\">\n<p>\u73b0\u5728\u4f60\u77e5\u9053\u4e00\u4e2a\u6848\u4f8b\u662f\u4e00\u4e2a\u5ba2\u6237\u7684\u95ee\u9898\uff0c\u8ba9\u6211\u4eec\u6765\u6dfb\u52a0\u4e00\u4e9b\u9b54\u529b\u3002\u60f3\u8c61\u4e00\u4e0b\uff0c\u70b9\u51fb\u51e0\u4e2a\u6309\u94ae\uff0c\u4ee5\u4fbf\u60a8\u7684\u6848\u4f8b\u7ba1\u7406\u8fc7\u7a0b\u53d1\u751f\u3002\u800c\u4e0d\u662f\u5e0c\u671b\u67d0\u4eba\u5728\u7279\u5b9a\u7684\u65f6\u95f4\u5185\u5411\u5408\u9002\u7684\u4eba\u5458\u53d1\u9001\u91cd\u8981\u7684\u6848\u4f8b\uff0c\u60a8\u53ef\u4ee5\u8bbe\u7f6e\u8fd9\u4e9b\u64cd\u4f5c\uff0c\u4f7f\u5176\u81ea\u52a8\u5728\u5e55\u540e\u8fdb\u884c\u3002\u5f53\u4f60\u589e\u52a0\u4e00\u70b9\u81ea\u52a8\u5316\u529f\u80fd\u65f6\uff0c\u4f60\u7684\u652f\u6301\u56e2\u961f\u7684\u751f\u6d3b\u4f1a\u53d8\u5f97\u66f4\u52a0\u5bb9\u6613\uff0c\u5ba2\u6237\u670d\u52a1\u4e5f\u4f1a\u53d8\u5f97\u66f4\u597d\u3002<\/p>\n<p>\u6848\u4f8b\u81ea\u52a8\u5316\u5305\u62ec\u4e00\u4e9b\u5de5\u5177\u3002\u8ba9\u6211\u4eec\u770b\u770b\u51e0\u4e2a\u4e3b\u8981\u7684\uff0c\u5e76\u8bb0\u4f4f\u8fd9\u4e9b\u5de5\u5177\u7684\u5173\u952e\u8bcd\u662f\u201c\u81ea\u52a8\u201d\u3002<\/p>\n<div class=\"data colSort\">\n<table class=\"featureTable sort_table\" summary=\"\">\n<tbody class=\"tbody\">\n<tr>\n<td class=\"entry\">\u961f\u5217<\/td>\n<td class=\"entry\">\u901a\u8fc7\u521b\u5efa\u7279\u5b9a\u4ee3\u7406\u53ef\u4ee5\u8df3\u5165\u7684\u5217\u8868\u6765\u81ea\u52a8\u4f18\u5148\u8003\u8651\u60a8\u7684\u652f\u6301\u56e2\u961f\u7684\u5de5\u4f5c\u8d1f\u8f7d\uff0c\u4ee5\u89e3\u51b3\u67d0\u4e9b\u7c7b\u578b\u7684\u6848\u4f8b\u3002<\/td>\n<\/tr>\n<tr>\n<td class=\"entry\">\u5206\u914d\u89c4\u5219<\/td>\n<td class=\"entry\">\u81ea\u52a8\u5c06\u4f20\u5165\u7684\u4e2a\u6848\u5206\u914d\u7ed9\u7279\u5b9a\u7684\u4ee3\u7406\uff0c\u4ee5\u4fbf\u6b63\u786e\u7684\u4eba\u5458\u5904\u7406\u6b63\u786e\u7684\u4e2a\u6848\u3002<\/td>\n<\/tr>\n<tr>\n<td class=\"entry\">\u81ea\u52a8\u54cd\u5e94\u89c4\u5219<\/td>\n<td class=\"entry\">\u6839\u636e\u6bcf\u4e2a\u6848\u4ef6\u7684\u7ec6\u8282\u81ea\u52a8\u53d1\u9001\u4e2a\u6027\u5316\u7684\u7535\u5b50\u90ae\u4ef6\u56de\u590d\u7ed9\u5ba2\u6237\u3002<\/td>\n<\/tr>\n<tr>\n<td class=\"entry\">\u5347\u7ea7\u89c4\u5219<\/td>\n<td class=\"entry\">\u5f53\u75c5\u4f8b\u5728\u4e00\u5b9a\u65f6\u95f4\u5185\u6ca1\u6709\u89e3\u51b3\u65f6\uff0c\u5c06\u75c5\u4f8b\u81ea\u52a8\u5347\u7ea7\u5230\u5408\u9002\u7684\u4eba\u5458\u3002<\/td>\n<\/tr>\n<tr>\n<td class=\"entry\">Macros<\/td>\n<td class=\"entry\">\u81ea\u52a8\u5b8c\u6210\u6848\u4f8b\u7684\u91cd\u590d\u6027\u4efb\u52a1\uff0c\u4f8b\u5982\u9009\u62e9\u6b63\u786e\u7684\u7535\u5b50\u90ae\u4ef6\u6a21\u677f\uff0c\u4ee5\u4fbf\u4ee3\u7406\u53ef\u4ee5\u82b1\u65f6\u95f4\u505a\u66f4\u91cd\u8981\u7684\u4e8b\u60c5\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<div class=\"p\">\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us754f997db7e5e9017324cf005111595b.png\" alt=\"Graphic of a robot automating case processes.\" \/><\/div>\n<\/div>\n<p class=\"p\">\u7531\u4e8e\u60a8\u5df2\u7ecf\u770b\u5230\u4e86\u4e00\u4e9b\u6700\u6d41\u884c\u7684\u6848\u4f8b\u81ea\u52a8\u5316\u5de5\u5177\u7684\u5feb\u7167\uff0c\u6211\u4eec\u6765\u8bbe\u7f6e\u5176\u4e2d\u7684\u4e00\u4e9b\u3002\u501f\u52a9\u670d\u52a1\u4e91\uff0c\u4e0d\u9700\u8981\u5f88\u957f\u65f6\u95f4\u5c31\u80fd\u81ea\u52a8\u6267\u884c\u5e38\u89c1\u7684\u6848\u4f8b\u6d41\u7a0b\u3002<\/p>\n<\/div>\n<\/div>\n<div id=\"service_basics_auto_case_management_create_case_queue\" class=\"topic nested0\" lang=\"en-us\" xml:lang=\"en-us\">\n<h2 id=\"Tdxn4tBK-heading3\" class=\"helpHead2\"><span id=\"topic-title\" class=\"ph\">\u521b\u5efa\u4e00\u4e2a\u6848\u4f8b\u961f\u5217<\/span><\/h2>\n<div class=\"body\">\n<p class=\"p\">\u5047\u8bbe\u60a8\u6709\u4e00\u4e2a\u652f\u6301\u4ee3\u7406\u56e2\u961f\uff0c\u4ed6\u4eec\u9700\u8981\u7ba1\u7406\u767d\u91d1\u652f\u6301\u6848\u4f8b\u7684\u5171\u4eab\u5de5\u4f5c\u8d1f\u8f7d &#8211; \u60a8\u516c\u53f8\u7684\u9996\u8981\u652f\u6301\u7ea7\u522b\u3002\u8fd9\u4e9b\u6848\u4f8b\u6765\u81ea\u4e3a\u4e86\u83b7\u5f97\u6700\u4f73\u670d\u52a1\u800c\u4ed8\u51fa\u5de8\u989d\u8d44\u91d1\u7684\u5ba2\u6237\u3002\u4e3a\u4e86\u5e2e\u52a9\u60a8\u7684\u4ee3\u7406\u5546\u627e\u5230\u5e76\u5904\u7406\u6765\u81ea\u9ad8\u4f18\u5148\u7ea7\u5ba2\u6237\u7684\u91cd\u8981\u6848\u4f8b\u5217\u8868\uff0c\u6211\u4eec\u5c06\u521b\u5efa\u4e00\u4e2a\u961f\u5217\u3002<\/p>\n<ol class=\"ol enumList\">\n<li class=\"li\">\u4ece\u8bbe\u7f6e\u4e2d\uff0c\u5728\u5feb\u901f\u67e5\u627e\u6846\u4e2d\u8f93\u5165\u961f\u5217\uff0c\u7136\u540e\u9009\u62e9<strong class=\"ph uicontrol\">Queues<\/strong>.<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">New<\/strong>.<\/li>\n<li class=\"li\">\u8f93\u5165\u961f\u5217\u7684\u6807\u7b7e\u548c\u540d\u79f0\uff0c\u4f8b\u5982\u767d\u91d1\u652f\u6301\u3002<\/li>\n<li class=\"li\">\u5982\u679c\u60a8\u5e0c\u671b\u5305\u542b\u5728\u961f\u5217\u4e2d\u7684\u652f\u6301\u4ee3\u7406\u5728\u65b0\u75c5\u4f8b\u5230\u8fbe\u65f6\u6536\u5230\u7535\u5b50\u90ae\u4ef6\uff0c\u8bf7\u5c06\u961f\u5217\u7535\u5b50\u90ae\u4ef6\u7559\u7a7a\u3002\u5426\u5219\uff0c\u8bf7\u8f93\u5165\u7535\u5b50\u90ae\u4ef6\u5730\u5740\uff0c\u4ee5\u4fbf\u5728\u6bcf\u4e2a\u65b0\u6848\u4f8b\u5230\u8fbe\u65f6\u901a\u77e5\u5177\u6709\u8be5\u7535\u5b50\u90ae\u4ef6\u5730\u5740\u7684\u4eba\u5458\u3002<\/li>\n<li class=\"li\">\u5c06 Case \u6dfb\u52a0\u5230\u6240\u9009\u5bf9\u8c61\u3002\n<div class=\"p\">\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us1fcc6a91b7383ec7612af798fee0a028.png\" alt=\"A screen shot of the case queue page.\" \/><\/div>\n<\/div>\n<\/li>\n<li class=\"li\">\u5c06\u6210\u5458\uff08\u5305\u62ec\u60a8\u81ea\u5df1\uff09\u6dfb\u52a0\u5230\u961f\u5217\u4e2d\uff0c\u7136\u540e\u5355\u51fb<strong class=\"ph uicontrol\">Save<\/strong>.\n<p class=\"p\">\u73b0\u5728\u961f\u5217\u5df2\u7ecf\u521b\u5efa\u597d\u4e86\uff0c\u8ba9\u6211\u4eec\u6765\u770b\u770b\uff0c\u5c31\u597d\u50cf\u6211\u4eec\u662f\u652f\u6301\u4ee3\u7406\u4e00\u6837\u3002\u6211\u4eec\u53ef\u4ee5\u5230\u8fbe\u90a3\u91cc\u70b9\u51fb\u51e0\u4e0b\u3002<\/p>\n<\/li>\n<li class=\"li\">\u70b9\u51fbCases\u6807\u7b7e\u3002<\/li>\n<li class=\"li\">\u4ece\u67e5\u770b\u5217\u8868\u4e2d\u9009\u62e9\u767d\u91d1\u652f\u6301\uff0c\u7136\u540e\u70b9\u51fb<strong class=\"ph uicontrol\">Go!<\/strong>\n<div class=\"p\">\u8fd9\u662f\u961f\u5217\uff0c\u73b0\u5728\u662f\u7a7a\u7684\u3002<\/p>\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us1ea0d92906116224161a03491d055726.png\" alt=\"A screen shot of a case queue displayed from a list view.\" \/><\/div>\n<\/div>\n<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div id=\"service_basics_auto_case_management_add_assignment_rule\" class=\"topic nested0\" lang=\"en-us\" xml:lang=\"en-us\">\n<h2 id=\"Tdxn4tBK-heading4\" class=\"helpHead2\"><span id=\"topic-title\" class=\"ph\">\u6dfb\u52a0\u5206\u914d\u89c4\u5219<\/span><\/h2>\n<div class=\"body\">\n<p class=\"p\">\u60f3\u8c61\u4e00\u4e0b\uff0c\u5982\u679c\u60a8\u7684\u6848\u4f8b\u88ab\u795e\u5947\u5730\u5206\u914d\u7ed9\u4e86\u6b63\u786e\u7684\u4eba\uff0c\u5e76\u83b7\u5f97\u4e86\u6b63\u786e\u7684\u7b54\u6848\uff0c\u90a3\u4e48\u60a8\u53ef\u4ee5\u8282\u7701\u591a\u5c11\u65f6\u95f4\u6765\u5e2e\u52a9\u60a8\u7684\u5ba2\u6237\u548c\u60a8\u7684\u652f\u6301\u56e2\u961f\u3002\u6709\u4e86\u6848\u4f8b\u5206\u914d\u89c4\u5219\uff0c\u9b54\u6cd5\u5c31\u662f\u73b0\u5b9e\u3002\u60a8\u53ef\u4ee5\u81ea\u52a8\u5c06\u4f20\u5165\u4e2a\u6848\u5206\u914d\u7ed9\u4e00\u4e2a\u4eba\uff0c\u4e00\u7ec4\u4eba\u6216\u751a\u81f3\u961f\u5217\u3002\u4f46\u662f\u73b0\u5728\uff0c\u6211\u4eec\u521b\u5efa\u4e00\u4e2a\u5206\u914d\u89c4\u5219\uff0c\u4ee5\u4fbf\u4efb\u4f55\u4e00\u4e2a\u8054\u7cfb\u4eba\u7684\u540d\u79f0\u5305\u542b\u201cAwesome Admin\u201d\u7684\u60c5\u51b5\u90fd\u4f1a\u88ab\u81ea\u52a8\u5206\u914d\u7ed9\u60a8\u56de\u7b54\u3002<\/p>\n<ol class=\"ol enumList\">\n<li class=\"li\">\u4ece\u201c\u8bbe\u7f6e\u201d\u4e2d\uff0c\u5728\u201c\u5feb\u901f\u67e5\u627e\u201d\u6846\u4e2d\u8f93\u5165\u201c<span style=\"font-family: Inconsolata, monospace;\">Case Assignment Rules<\/span>\u201d\uff0c\u7136\u540e\u9009\u62e9\u201c<strong class=\"ph uicontrol\">Case Assignment Rules<\/strong>\u201d\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">New<\/strong>.<\/li>\n<li class=\"li\">\u952e\u5165,\u00a0<kbd class=\"ph userinput\">Awesome Admin Assignment<\/kbd>,\u00a0\u7136\u540e\u5355\u51fb <strong class=\"ph uicontrol\">Save<\/strong>.<\/li>\n<li class=\"li\">\u9009\u62e9\u521a\u521a\u521b\u5efa\u7684\u89c4\u5219\uff0c\u7136\u540e\u5728\u201c\u89c4\u5219\u6761\u76ee\u201d\u65c1\u8fb9\u5355\u51fb<strong class=\"ph uicontrol\">New<\/strong>.\n<div class=\"p\">\u4ee5\u4e0b\u662f\u6211\u4eec\u6dfb\u52a0\u786e\u5b9a\u6848\u4f8b\u5206\u914d\u7684\u5c0f\u7ec6\u8282\u7684\u5730\u65b9\u3002<\/p>\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us4cf9394c8921614a2a6552292ab806d0.png\" alt=\"A screen shot of an assignment rule criteria page.\" \/><\/div>\n<\/div>\n<\/li>\n<li class=\"li\">\u5728\u6392\u5e8f\u987a\u5e8f\u4e2d\uff0c\u8f93\u51651\u4ee5\u4fbf\u6211\u4eec\u6dfb\u52a0\u7684\u6761\u76ee\u9996\u5148\u88ab\u5904\u7406\u3002\u6bd5\u7adf\uff0c\u6211\u4eec\u5728\u8fd9\u91cc\u5904\u7406\u771f\u68d2\u7ba1\u7406\u5458\u3002\u5728\u73b0\u5b9e\u4e16\u754c\u4e2d\uff0c\u60a8\u5c06\u521b\u5efa\u4e00\u4e2a\u5305\u542b\u8bb8\u591a\u4e0d\u540c\u6761\u76ee\u7684\u5206\u914d\u89c4\u5219\uff0c\u8fd9\u4e9b\u6761\u76ee\u6309\u65f6\u95f4\u987a\u5e8f\u8fdb\u884c\u5904\u7406\u3002\u5f53\u4e00\u4e2a\u6848\u4ef6\u4e0e\u4e00\u4e2a\u6761\u76ee\u76f8\u5339\u914d\u65f6\uff0c\u5b83\u5c06\u88ab\u5206\u914d\u800c\u4e0d\u4f1a\u7ee7\u7eed\u5904\u7406\u5176\u4ed6\u6761\u76ee\u3002\u8d62\u4e86\uff0c\u505a\u5b8c\u4e86\uff01<\/li>\n<li class=\"li\">\u5bf9\u4e8e\u6761\u76ee\u6807\u51c6\uff0c\u8bf7\u9009\u62e9\u201c\u8054\u7cfb\u4eba\uff1a\u6807\u9898\u7b49\u4e8eAwesome Admin\u201d\u3002\n<p class=\"p\">\u5173\u4e8e\u6848\u4f8b\u5206\u914d\u89c4\u5219\u7684\u8bb8\u591a\u6709\u7528\u7684\u4e8b\u60c5\u4e4b\u4e00\u662f\uff0c\u60a8\u53ef\u4ee5\u6839\u636e\u6848\u4f8b\u4ee5\u5916\u7684\u8bb0\u5f55\u4e2d\u7684\u5b57\u6bb5\u786e\u5b9a\u5982\u4f55\u5206\u914d\u6848\u4f8b\u3002\u4f8b\u5982\uff0c\u6211\u4eec\u6839\u636e\u8054\u7cfb\u4eba\u5b57\u6bb5\u9009\u62e9\u6848\u4f8b\u5206\u914d\uff0c\u4f46\u4e5f\u53ef\u4ee5\u6839\u636e\u5e10\u6237\uff0c\u8d44\u4ea7\u6216\u7528\u6237\u7684\u5b57\u6bb5\u6765\u9009\u62e9\u6848\u4f8b\u5206\u914d\u3002<\/p>\n<\/li>\n<li class=\"li\">\u5c06\u81ea\u5df1\u6dfb\u52a0\u4e3a\u5206\u914d\u7ed9\u89c4\u5219\u6761\u76ee\u7684\u7528\u6237\u3002<\/li>\n<li class=\"li\">\u5728\u201c\u7535\u5b50\u90ae\u4ef6\u6a21\u677f\u201d\u4e2d\uff0c\u5355\u51fb\u67e5\u627e\u5e76\u9009\u62e9\u4e00\u4e2a\u6a21\u677f\uff0c\u4ee5\u4fbf\u6bcf\u5f53\u60a8\u5c06\u771f\u68d2\u7ba1\u7406\u5458\u7684\u6848\u4f8b\u5206\u914d\u7ed9\u60a8\u65f6\uff0c\u60a8\u90fd\u4f1a\u6536\u5230\u4e00\u5c01\u7535\u5b50\u90ae\u4ef6\u3002\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us45191af29530a8e259748865237ec2b2.png\" alt=\"A screen shot of assignment rule criteria with user and email template added.\" \/><\/div>\n<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">Save<\/strong>.<\/li>\n<li class=\"li\">\u5355\u51fb<strong class=\"ph uicontrol\">Edit<\/strong>\u5c06\u8be5\u89c4\u5219\u6807\u8bb0\u4e3a\u6d3b\u52a8\uff0c\u7136\u540e<strong class=\"ph uicontrol\">Save<\/strong>\u4fdd\u5b58\u3002\n<p class=\"p\">\u6fc0\u6d3b\u5206\u914d\u89c4\u5219\u65f6\uff0c\u4f1a\u7981\u7528\u7ec4\u7ec7\u4e2d\u7684\u4efb\u4f55\u5176\u4ed6\u5206\u914d\u89c4\u5219\uff0c\u56e0\u6b64\u8bf7\u786e\u4fdd\u60a8\u7684\u6d3b\u52a8\u89c4\u5219\u5305\u542b\u60a8\u7684\u652f\u6301\u56e2\u961f\u6240\u9700\u7684\u6240\u6709\u5206\u914d\u6761\u76ee\u3002<\/p>\n<\/li>\n<\/ol>\n<p class=\"p\">\u800c\u5df2\uff01\u73b0\u5728\uff0c\u60a8\u7684\u652f\u6301\u56e2\u961f\u53ef\u4ee5\u5c06\u8d85\u7ea7\u82f1\u96c4\u6597\u7bf7\u8fd0\u9001\u7ed9\u6240\u6709\u4e0e\u60a8\u8054\u7cfb\u7684\u7ba1\u7406\u5458\u3002<\/p>\n<\/div>\n<\/div>\n<div id=\"service_basics_auto_case_management_add_auto_response_rule\" class=\"topic nested0\" lang=\"en-us\" xml:lang=\"en-us\">\n<h2 id=\"Tdxn4tBK-heading5\" class=\"helpHead2\"><span id=\"topic-title\" class=\"ph\">\u6dfb\u52a0\u81ea\u52a8\u56de\u590d\u89c4\u5219<\/span><\/h2>\n<div class=\"body\">\n<p>\u4f5c\u4e3a\u4e00\u4e2a\u5ba2\u6237\u81ea\u5df1\uff0c\u4f60\u53ef\u80fd\u60f3\u77e5\u9053\u4ec0\u4e48\u65f6\u5019\u6536\u5230\u4f60\u53d1\u9001\u7ed9\u516c\u53f8\u7684\u7535\u5b50\u90ae\u4ef6\u3002\u6362\u53e5\u8bdd\u8bf4\uff0c\u5f53\u60a8\u53d1\u9001\u7535\u5b50\u90ae\u4ef6\uff0c\u6216\u5728\u652f\u6301\u7f51\u7ad9\u4e0a\u53d1\u5e03\u95ee\u9898\u65f6\uff0c\u60a8\u53ef\u80fd\u559c\u6b22\u6536\u5230\u4e00\u5c01\u7535\u5b50\u90ae\u4ef6\uff0c\u786e\u8ba4\u60a8\u7684\u58f0\u97f3\u5df2\u88ab\u542c\u5230\u3002\u901a\u8fc7\u81ea\u52a8\u56de\u590d\u89c4\u5219\uff0c\u60a8\u53ef\u4ee5\u786e\u4fdd\u60a8\u7684\u5ba2\u6237\u77e5\u9053\u4ed6\u4eec\u7684\u58f0\u97f3\u54cd\u4eae\u800c\u6e05\u6670\u3002\u60a8\u53ef\u4ee5\u8bbe\u7f6e\u54cd\u5e94\u89c4\u5219\uff0c\u4ee5\u4fbf\u60a8\u7684\u5ba2\u6237\u5728\u4e0e\u516c\u53f8\u8054\u7cfb\u65f6\u81ea\u52a8\u53d1\u9001\u4e2a\u6027\u5316\u7535\u5b50\u90ae\u4ef6\u3002\u5411\u5ba2\u6237\u5c55\u793a\u60a8\u7684\u652f\u6301\u56e2\u961f\u91cd\u89c6\u4ed6\u4eec\u7684\u4e1a\u52a1\u6709\u4ec0\u4e48\u66f4\u597d\u7684\u65b9\u6cd5\uff1f<\/p>\n<p>\u5728\u6dfb\u52a0\u81ea\u52a8\u56de\u590d\u89c4\u5219\u4e4b\u524d\uff0c\u6211\u4eec\u5047\u8bbe\u6211\u4eec\u5df2\u7ecf\u5bf9\u7535\u5b50\u90ae\u4ef6\u6a21\u677f\u8fdb\u884c\u4e86\u4e2a\u6027\u5316\u8bbe\u7f6e\u5e76\u5c06\u5176\u4e0a\u4f20\u5230\u4e86Salesforce\u3002\u51fa\u4e8e\u6211\u4eec\u7684\u76ee\u7684\uff0c\u6211\u4eec\u5c06\u4f7f\u7528\u5f00\u7bb1\u5373\u7528\u7684\u7535\u5b50\u90ae\u4ef6\u6a21\u677f\uff0c\u56e0\u4e3a\u521b\u5efa\u7535\u5b50\u90ae\u4ef6\u6a21\u677f\u662fService Cloud\u4e4b\u5916\u7684\u4e00\u4e2a\u6559\u8bad\u3002<\/p>\n<ol class=\"ol enumList\">\n<li class=\"li\">\u4ece\u5b89\u88c5\u7a0b\u5e8f\u4e2d\uff0c\u5728\u5feb\u901f\u67e5\u627e\u6846\u4e2d\u8f93\u5165<span style=\"font-family: Inconsolata, monospace;\">Case Auto-Response\u00a0<\/span><kbd class=\"ph userinput\">Rules<\/kbd>\uff0c\u7136\u540e\u9009\u62e9<strong class=\"ph uicontrol\">Case Auto-Response Rules<\/strong>.<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">New<\/strong>.<\/li>\n<li class=\"li\">\u952e\u5165<span style=\"font-family: Inconsolata, monospace;\">Welcome to Support<\/span>\uff0c\u7136\u540e\u5355\u51fb\u6d3b\u52a8\u5e76<strong class=\"ph uicontrol\">Save<\/strong>\u3002\u6fc0\u6d3b\u89c4\u5219\u4f1a\u505c\u7528\u4efb\u4f55\u73b0\u6709\u7684\u6d3b\u52a8\u89c4\u5219\u3002<\/li>\n<li class=\"li\">\u9009\u62e9\u521a\u521a\u521b\u5efa\u7684\u89c4\u5219\uff0c\u7136\u540e<strong class=\"ph uicontrol\">New<\/strong>\u00a0\u65b0\u5efa\u4ee5\u6dfb\u52a0\u89c4\u5219\u6761\u76ee\u3002\n<div class=\"p\">\u6211\u4eec\u5728\u8fd9\u91cc\u6dfb\u52a0\u4e00\u4e9b\u786e\u5b9a\u6211\u4eec\u5c06\u53d1\u9001\u7ed9\u5ba2\u6237\u7684\u7535\u5b50\u90ae\u4ef6\u6a21\u677f\u7684\u7ec6\u8282\u3002<\/p>\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us4c19a3eec84497379257779ae9dcbeb3.png\" alt=\"A screen shot of case auto-response criteria.\" \/><\/div>\n<\/div>\n<\/li>\n<li class=\"li\">\u5728\u6392\u5e8f\u987a\u5e8f\u4e2d\uff0c\u8f93\u51651\u4ee5\u4fbf\u6211\u4eec\u6dfb\u52a0\u7684\u6761\u76ee\u9996\u5148\u88ab\u5904\u7406\u3002\u5728\u73b0\u5b9e\u4e16\u754c\u4e2d\uff0c\u60a8\u5c06\u521b\u5efa\u4e00\u4e2a\u5177\u6709\u8bb8\u591a\u4e0d\u540c\u6761\u76ee\u7684\u54cd\u5e94\u89c4\u5219\uff0c\u6309\u7167\u65f6\u95f4\u987a\u5e8f\u8fdb\u884c\u5904\u7406\u3002\u5f53\u5ba2\u6237\u95ee\u9898\u8fdb\u5165\u5e76\u8f6c\u6362\u4e3a\u6848\u4f8b\u65f6\uff0c\u5c06\u6839\u636e\u5339\u914d\u7684\u7b2c\u4e00\u4e2a\u6761\u76ee\u8fdb\u884c\u5206\u914d\u3002<\/li>\n<li class=\"li\">\u5bf9\u4e8e\u6761\u76ee\u6807\u51c6\uff0c\u8bf7\u9009\u62e9 \u201cCase: Case Origin equals email.\u201d\n<p class=\"p\">\u4e0e\u6848\u4f8b\u5206\u914d\u89c4\u5219\u7c7b\u4f3c\uff0c\u60a8\u53ef\u4ee5\u6839\u636e\u6848\u4f8b\u4ee5\u5916\u7684\u8bb0\u5f55\u4e2d\u7684\u5b57\u6bb5\u786e\u5b9a\u53d1\u9001\u7ed9\u5ba2\u6237\u7684\u81ea\u52a8\u54cd\u5e94\u3002<\/p>\n<\/li>\n<li class=\"li\">\u6dfb\u52a0\u540d\u79f0\u548c\u7535\u5b50\u90ae\u4ef6\u5730\u5740\u4ee5\u5305\u542b\u5728\u7535\u5b50\u90ae\u4ef6\u6a21\u677f\u7684\u201c\u53d1\u4ef6\u4eba\u201d\u884c\u4e2d\uff0c\u4ee5\u53d1\u9001\u7ed9\u5ba2\u6237\u3002<\/li>\n<li class=\"li\">\u4ece\u67e5\u627e\u5b57\u6bb5\uff0c\u9009\u62e9\u4efb\u4f55\u6a21\u677f\uff0c\u770b\u770b\u8fd9\u662f\u5982\u4f55\u5de5\u4f5c\u7684\u3002\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us21f804146d079b055de085cb87c37ef3.png\" alt=\"A screen shot of case auto-response rule criteria with email template added.\" \/><\/div>\n<\/li>\n<li class=\"li\">\u70b9\u51fb<strong class=\"ph uicontrol\">Save<\/strong>\u4fdd\u5b58\uff0c\u4f60\u5c31\u5b8c\u6210\u4e86\uff01<\/li>\n<\/ol>\n<p class=\"p\">\u73b0\u5728\uff0c\u60a8\u7684\u5ba2\u6237\u6536\u5230\u7684\u4efb\u4f55\u7535\u5b50\u90ae\u4ef6\u90fd\u4f1a\u6536\u5230\u652f\u6301\u56e2\u961f\u7684\u81ea\u52a8\u56de\u590d\u548c\u786e\u8ba4\u3002<\/p>\n<\/div>\n<\/div>\n<div id=\"service_basics_auto_case_management_define_case_escalate\" class=\"topic nested0\" lang=\"en-us\" xml:lang=\"en-us\">\n<h2 id=\"Tdxn4tBK-heading6\" class=\"helpHead2\"><span id=\"topic-title\" class=\"ph\">\u5b9a\u4e49\u6848\u4ef6\u5347\u7ea7<\/span><\/h2>\n<div class=\"body\">\n<p>\u6709\u65f6\u5ba2\u6237\u6848\u4ef6\u53ef\u80fd\u4f1a\u5371\u53ca\u91cd\u5927\u4ea4\u6613\uff0c\u6216\u8005\u5076\u7136\u88ab\u5ffd\u89c6\u7684\u5ba2\u6237\u53ef\u80fd\u51b3\u5b9a\u5728\u5176\u4ed6\u5730\u65b9\u5f00\u5c55\u4e1a\u52a1\u3002\u901a\u8fc7\u5347\u7ea7\u89c4\u5219\uff0c\u60a8\u53ef\u4ee5\u63d0\u9ad8\u8fd9\u4e9b\u6848\u4f8b\u7684\u53ef\u89c1\u6027\u3002\u5c31\u50cf\u5206\u914d\u89c4\u5219\u548c\u81ea\u52a8\u56de\u590d\u89c4\u5219\u4e00\u6837\uff0c\u60a8\u53ef\u4ee5\u786e\u5b9a\u81ea\u52a8\u89e6\u53d1\u6848\u4f8b\u64cd\u4f5c\u7684\u6761\u4ef6\u3002\u5347\u7ea7\u89c4\u5219\u7684\u884c\u4e3a\u662f\u901a\u77e5\u6216\u5c06\u6848\u4ef6\u91cd\u65b0\u5206\u914d\u7ed9\u53ef\u4ee5\u7acb\u5373\u56de\u7b54\u6848\u4ef6\u5e76\u6062\u590d\u5bf9\u54c1\u724c\u4fe1\u5fc3\u7684\u7279\u5b9a\u4eba\u5458\u3002<\/p>\n<p>\u6211\u4eec\u6765\u5b9a\u4e49\u4e00\u4e2a\u7b80\u5355\u7684\u5347\u7ea7\u89c4\u5219\u3002\u6211\u4eec\u7684\u89c4\u5219\u662f\uff0c\u5f53\u6848\u4ef6\u5f00\u5ead\u65f6\u95f4\u8d85\u8fc7\u4e94\u4e2a\u5c0f\u65f6\u65f6\uff0c\u5c06\u6848\u4ef6\u5347\u7ea7\u81f3\u60a8\u7684\u7b54\u6848\u3002\u73b0\u5728\uff0c\u8ba9\u6211\u4eec\u4f7f\u7528\u60a8\u7ec4\u7ec7\u7684\u9ed8\u8ba4\u5de5\u4f5c\u65f6\u95f4\uff0c\u8fd9\u5c31\u662f\u8bf4\u60a8\u7684\u652f\u6301\u56e2\u961f\u6bcf\u54687\u5929\uff0c\u6bcf\u592924\u5c0f\u65f6\u63d0\u4f9b\u670d\u52a1\u3002\u4f46\u662f\uff0c\u60a8\u53ef\u4ee5\u5728\u5b89\u88c5\u7a0b\u5e8f\u4e2d\u66f4\u6539\u516c\u53f8\u7b80\u4ecb\u4e2d\u7684\u8425\u4e1a\u65f6\u95f4\u3002<\/p>\n<ol class=\"ol enumList\">\n<li class=\"li\">\u4ece\u8bbe\u7f6e\u4e2d\uff0c\u5728\u5feb\u901f\u67e5\u627e\u6846\u4e2d\u8f93\u5165<span style=\"font-family: Inconsolata, monospace;\">Escalation Rules<\/span>\uff0c\u7136\u540e\u9009\u62e9<strong class=\"ph uicontrol\">Escalation Rules<\/strong>.<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">New<\/strong>.<\/li>\n<li class=\"li\">\u8f93\u5165<kbd class=\"ph userinput\">Silver Support<\/kbd>\uff0c\u7136\u540e\u70b9\u51fb\u6fc0\u6d3b\u5e76<strong class=\"ph uicontrol\">Save<\/strong>\u3002\u6fc0\u6d3b\u89c4\u5219\u4f1a\u505c\u7528\u4efb\u4f55\u73b0\u6709\u7684\u6d3b\u52a8\u89c4\u5219\u3002<\/li>\n<li class=\"li\">\u9009\u62e9\u521a\u521a\u521b\u5efa\u7684\u89c4\u5219\uff0c\u7136\u540e\u5355\u51fb<strong class=\"ph uicontrol\">New<\/strong>\u00a0\u4ee5\u6dfb\u52a0\u89c4\u5219\u6761\u76ee\u3002\n<div class=\"p\">\u8fd9\u662f\u6211\u4eec\u6dfb\u52a0\u786e\u5b9a\u6848\u4ef6\u4f55\u65f6\u5347\u7ea7\u7684\u7ec6\u8282\u7684\u5730\u65b9\u3002<\/p>\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us17b87df312aba7f4e4caff9b04a5fe94.png\" alt=\"A screen shot of case escalation rule criteria.\" \/><\/div>\n<\/div>\n<\/li>\n<li class=\"li\">\u5728\u6392\u5e8f\u987a\u5e8f\u4e2d\uff0c\u8f93\u51651\u4ee5\u4fbf\u6211\u4eec\u6dfb\u52a0\u7684\u6761\u76ee\u9996\u5148\u88ab\u5904\u7406\u3002\u5728\u73b0\u5b9e\u4e16\u754c\u4e2d\uff0c\u60a8\u5c06\u521b\u5efa\u4e00\u4e2a\u5177\u6709\u8bb8\u591a\u4e0d\u540c\u6761\u76ee\u7684\u5347\u7ea7\u89c4\u5219\uff0c\u8fd9\u4e9b\u6761\u76ee\u6309\u65f6\u95f4\u987a\u5e8f\u5904\u7406\u3002\u5f53\u5ba2\u6237\u95ee\u9898\u8fdb\u5165\u5e76\u8f6c\u6362\u4e3a\u6848\u4f8b\u65f6\uff0c\u5c06\u6839\u636e\u5339\u914d\u7684\u7b2c\u4e00\u4e2a\u6761\u76ee\u8fdb\u884c\u5206\u914d\u3002<\/li>\n<li class=\"li\">\u5bf9\u4e8e\u6761\u76ee\u6807\u51c6\uff0c\u8bf7\u9009\u62e9\u201cCase: Status equals New.\u201d\n<p class=\"p\">\u4e0e\u5176\u4ed6\u89c4\u5219\u7c7b\u4f3c\uff0c\u60a8\u53ef\u4ee5\u6839\u636e\u6848\u4f8b\u4ee5\u5916\u7684\u8bb0\u5f55\u4e2d\u7684\u5b57\u6bb5\u6765\u786e\u5b9a\u6848\u4f8b\u81ea\u52a8\u5347\u7ea7\u3002<\/p>\n<\/li>\n<li class=\"li\">\u5c06\u8425\u4e1a\u65f6\u95f4\u8bbe\u7f6e\u4e3a\u8d35\u7ec4\u7ec7\u7684\u9ed8\u8ba424\/7\u652f\u6301\u3002<\/li>\n<li class=\"li\">\u8bbe\u7f6e\u5347\u7ea7\u65f6\u95f4\u53d6\u51b3\u4e8e\u521b\u5efa\u6848\u4f8b\u7684\u65f6\u95f4\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb<strong class=\"ph uicontrol\">Save<\/strong>\u4fdd\u5b58\uff0c\u7136\u540e\u70b9\u51fb<strong class=\"ph uicontrol\">New<\/strong>\u6dfb\u52a0\u5347\u7ea7\u64cd\u4f5c\u3002<\/li>\n<li class=\"li\">\u5728 <span class=\"keyword parmname\">Age Over<\/span>, \u8f93\u5165 5.\n<div class=\"p\">\u5728\u8fd9\u91cc\uff0c5\u662f\u5177\u6709\u201c\u65b0\u201d\u72b6\u6001\u7684\u60c5\u51b5\u4e0b\u5347\u7ea7\u7684\u5c0f\u65f6\u6570\u3002\u8bf7\u8bb0\u4f4f\uff0c\u6211\u4eec\u5e0c\u671b\u6848\u4ef6\u57285\u5c0f\u65f6\u540e\u5173\u95ed\u3002\u60a8\u53ef\u4ee5\u901a\u8fc7\u5355\u51fb0\u5206\u949f\u5e76\u9009\u62e930\u5206\u949f\uff0c\u4ee530\u5206\u949f\u7684\u589e\u91cf\u8bbe\u7f6e\u5347\u7ea7\u64cd\u4f5c\u3002<\/p>\n<div class=\"fig fignone\"><img decoding=\"async\" class=\"image\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/image\/upload\/doc\/trailhead\/en-us22f58052ed849ada3f906c6e9642dbd8.png\" alt=\"A screen shot of case escalation rule action with age over hours of 5.\" \/><\/div>\n<\/div>\n<\/li>\n<li class=\"li\">\u81ea\u52a8\u4e3a\u60a8\u5206\u914d\u6848\u4f8b\uff0c\u5e76\u4ece\u901a\u77e5\u6a21\u677f\u4e2d\u5355\u51fb\u67e5\u627e\u56fe\u6807\u9009\u62e9\u4efb\u4f55\u6a21\u677f\u3002<\/li>\n<li class=\"li\">\u9009\u62e9\u81ea\u5df1\u4f5c\u4e3a\u8981\u901a\u77e5\u7684\u7528\u6237\uff0c\u7136\u540e\u4ece\u901a\u77e5\u6a21\u677f\u4e2d\u5355\u51fb\u67e5\u627e\u56fe\u6807\u6dfb\u52a0\u6a21\u677f\u4ee5\u67e5\u770b\u5176\u5de5\u4f5c\u539f\u7406\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">Save<\/strong>.<\/li>\n<\/ol>\n<p class=\"p\">\u73b0\u5728\u4efb\u4f555\u5c0f\u65f6\u5185\u6ca1\u6709\u5173\u95ed\u7684\u6848\u4ef6\u90fd\u5c06\u88ab\u5206\u914d\u7ed9\u60a8\u3002<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u5b66\u4e60\u76ee\u6807 \u5b8c\u6210\u672c\u5355\u5143\u540e\uff0c\u60a8\u5c06\u80fd\u591f\uff1a \u4f7f\u7528\u961f\u5217\u8def\u7531\u6848\u4f8b\u6240\u6709\u6743\u3002 \u81ea\u52a8\u5206\u914d\u4e2a\u6848\u3002 \u81ea\u52a8\u56de\u590d\u5ba2\u6237\u3002 \u5fc5\u8981\u65f6\u5347\u7ea7\u6848\u4f8b\u3002 &hellip; <a href=\"http:\/\/www.ponybai.com\/?p=1043\" class=\"more-link\">\u7ee7\u7eed\u9605\u8bfb<span class=\"screen-reader-text\">Service Cloud\u57fa\u7840\uff082\uff09\u4e2a\u6848<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[88],"tags":[],"class_list":["post-1043","post","type-post","status-publish","format-standard","hentry","category-service-cloud"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Service Cloud\u57fa\u7840\uff082\uff09\u4e2a\u6848 - \u767d\u767d\u968f\u7b14<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/www.ponybai.com\/?p=1043\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Cloud\u57fa\u7840\uff082\uff09\u4e2a\u6848 - 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