Description: The Account object in Salesforce is used to store information about individual customers or businesses that your organization interacts with. It holds essential data such as company name, contact information, industry, and related activities.
Use Case: Accounts are used to represent the organizations (or individuals) your support team is assisting. They serve as a central repository for tracking customer information and interactions.
Out of the Box Features: Includes fields like Account Name, Account Owner, Industry, Phone, and Address. It also supports relationships with Contacts, Opportunities, Cases, and other objects.
Description: The Case object is used to track and manage customer issues, complaints, requests, or inquiries. Each case represents a single customer interaction and can be used to manage the resolution process.
Use Case: Cases are fundamental to customer support operations. They help support agents keep track of customer problems, assign cases to appropriate team members, and ensure timely resolution.
Out of the Box Features: Includes fields like Case Number, Subject, Status, Priority, and Origin. It supports workflows, escalation rules, and case assignment rules.
Description: The Contract object stores information about the agreements between your company and your customers. These contracts define the terms of service, support levels, and other legal agreements.
Use Case: Contracts are useful for managing service level agreements (SLAs) and ensuring that support teams adhere to the agreed-upon terms. They can be linked to Accounts and Cases to provide context and track compliance.
Out of the Box Features: Includes fields like Contract Start Date, End Date, Contract Term, Status, and Account. It supports related lists to associate contracts with cases, assets, and other records.
Accounts:
Salesforce Account Object Documentation
Trailhead: Manage Your Customer Data
Cases:
Salesforce Case Object Documentation
Trailhead: Set Up Case Management
Contracts:
Salesforce Contract Object Documentation
Trailhead: Administer Salesforce Contracts
Account Object2. Case Object3. Contract ObjectReferences
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