sf-service-case-management

name	sf-service-case-management
description	Service Cloud case lifecycle design and optimization. Use when designing case record models, status flows, assignment ownership, escalation paths, closure criteria, or backlog triage in Service Cloud.
disable-model-invocation	true

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

1. Map intake channels
   • Capture origin (Email, Web, Chat, Phone, API) and required fields.
2. Define lifecycle
   • Standardize statuses and allowed transitions.
   • Add explicit entry and exit criteria for each status.
3. Design ownership model
   • Queue-first or direct assignment by product, severity, segment, or language.
4. Add escalation controls
   • Time-based and condition-based escalations with clear target teams.
5. 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.