British Gas Project – Hands-On Continuation - Last Week: Fields • Users • Roles • Profiles • Queues • Assignment Rules — configured, tested & cases successfully routed. Tonight: ➡️ Email-to-Case ➡️ Web-to-Case ➡️ Escalation Rules ⚠️ NB: If you haven’t completed last week’s work, please do so before joining. Salesforce is hands-on — theory alone won’t get you there. No Stories!

I want to say a big thanks to Almighty GOD for this achievement would not have been possible without the incredible guidance, mentorship, and support of some amazing individuals who stood by me throughout this intense study journey. I want to extend my deepest gratitude to: - @Coach Godwin Mbah@ : – Thank you for keeping me on track, pushing my boundaries, and providing invaluable mentorship. - @Divine Lantum@ :– Thank you for breaking down the complex topics and making them easy to understand. - @ Efetobore Efe@ :– Thank you for your patience and for always ensuring no student was left behind. - @Josephine Nti@ :– Thank you for the foundation you laid. - @ Olinmah Afumuzor@ & @Nelson Orugbo@ :– Thank you both for the peer support, shared study resources, and keeping the motivation high. Thank you all for investing your time and energy into my success. Cheers to the next chapter in my Salesforce journey! 🚀 #Salesforce #SalesforceCertified #Trailblazer Community #CareerGrowth #Gratitude

🏢 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

thank you @Divine Lantum ,very practical coach

https://www.skool.com/pathway-to-salesforce/recap-recording-of-salesforce-meeting-summary-for-team-gamma-friday-14052026?p=327e2e37