We’re so excited to have you join this vibrant, supportive space where aspiring professionals transition into tech and master Salesforce! 🌟 This is your opportunity to grow, connect, and achieve your career dreams. Together, we’ll turn goals into reality; one step at a time. 🚀 𝐍𝐄𝐗𝐓 𝐒𝐓𝐄𝐏𝐒: 𝐖𝐇𝐀𝐓 𝐓𝐎 𝐃𝐎 𝐅𝐈𝐑𝐒𝐓 🔥 1️⃣ Introduce Yourself by Replying to This Post 💬 - Share your name, where you’re from, and what excites you most about getting into tech. - Add a fun fact about yourself to help us get to know you better. 🔥 𝐈𝐌𝐏𝐎𝐑𝐓𝐀𝐍𝐓: 𝐃𝐨𝐰𝐧𝐥𝐨𝐚𝐝 𝐨𝐮𝐫 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐲 𝐚𝐩𝐩 𝐧𝐨𝐰 𝐭𝐨 𝐬𝐭𝐚𝐲 𝐜𝐨𝐧𝐧𝐞𝐜𝐭𝐞𝐝, 𝐞𝐧𝐠𝐚𝐠𝐞, 𝐜𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐞 𝐚𝐧𝐝 𝐠𝐫𝐨𝐰 𝐰𝐢𝐭𝐡 𝐮𝐬 𝐚𝐧𝐲𝐰𝐡𝐞𝐫𝐞 𝐚𝐧𝐝 𝐞𝐯𝐞𝐫𝐲𝐰𝐡𝐞𝐫𝐞 𝐭𝐡𝐢𝐬 𝐢𝐬 𝐦𝐚𝐧𝐝𝐚𝐭𝐨𝐫𝐲 𝐭𝐨 𝐡𝐚𝐯𝐞 𝐭𝐡𝐞 𝐛𝐞𝐬𝐭 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐰𝐢𝐭𝐡 𝐮𝐬! 📲𝐈𝐩𝐡𝐨𝐧𝐞: Get the iOS app here. 📲𝐀𝐧𝐝𝐫𝐨𝐢𝐝: Get the Android app here. 2️⃣ Head Over to the CLASSROOM in the navigation menu and Watch the “START HERE” Course 🎥 - This quick course gives you a full overview of how to use the platform, engage with the community, and make the most out of your tech journey. Pro Tip💡: Make the Most of the Community 🌟 The more you engage, whether it’s replying to posts, making post, participating in discussions, or completing lessons, the faster you’ll level up and unlock exciting rewards! 💼🎖️

🏢 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

Interesting!