🏢 Company Context You are the Salesforce Administrator supporting British Gas UK. British Gas uses Salesforce Service Cloud to manage customer enquiries related to billing issues, technical faults, and general customer support. Customer emails currently go unmanaged, cases are not routed correctly, and managers lack visibility into team workload. Your responsibility is to design and implement a clean, working Service Cloud setup that reflects how a real support team would operate, while working within the limits of a Salesforce Developer Org. 🎯 Project Objective By completing this project, you will demonstrate your ability to • Configure Service Cloud for case management • Handle customer emails using Email to Case • Route cases automatically using Qualification and Assignment Rules • Use automation to enforce business behaviour • Build reports for support managers This project is practical, portfolio worthy, and demo focused. 👥 Team Structure and License Awareness Salesforce Developer Orgs usually provide 2 to 4 Salesforce licenses. You must work within this limit. Recommended setup • 1 Support Agent • 1 Billing Agent • 1 Support Manager • 1 Salesforce Admin If you run out of licenses • Use the Salesforce Admin user to simulate Manager actions • Log in and out of users to demonstrate behaviour • Explain assumptions clearly during your demo This is realistic and acceptable in real projects. 📊 Objects In Scope You will work only with standard Service Cloud objects • Case • Contact • Account No custom objects No advanced features like milestones or entitlement processes 🧱 Case Fields to Create Create the following custom fields on the Case object. Issue Category Picklist Values Billing Technical General Enquiry Urgency Level Picklist Values Low Medium High Resolution Notes Long Text Area These fields must be used in routing and automation. 📩 Email to Case Configuration Configure Email to Case so that • Incoming customer emails create new Cases

@Divine Lantum @Godwin Mbah @Efetobore Igoni Please can you help me with how to work on Trailhead and the other Salesforce applications? I have just completed my Salesforce Fundamentals. I was told that I should move on to Data Model and Security, but it is currently locked, so I’m not able to start it. Also, I’m still confused about how to begin working on Trailhead. During our last meeting, we were shown how to sign in, which I have done successfully, but I don’t know what to do next or where to start learning. I also tried to access Salesforce Developer, but I’m not allowed in. As a beginner with no technical background, I’m finding it a bit difficult and would really appreciate your guidance. Thank you very much for your support.

@Godwin Mbah can you unlock data model and security for please.

Hi All, follow-up on the discussion from yesterday's Team Delta class. I am happy to set up the WhatsApp group. If you are interested, please drop your number below, and I will add you to the group. Thanks all🙏

This was a tough one, and I won’t lie, the approval process challenge tested my patience, problem-solving skills, and attention to detail. I ran into multiple errors, had to troubleshoot step by step, and really understand how the configuration works. But pushing through and finally passing feels very rewarding. I'm motivated to keep learning, keep practicing, and go after even more Superbadges. To everyone on this journey: keep showing up. Progress happens one step at a time....