Business Flow and Customization (Cases)

NOTE: Avoid using exisitng contacts and accounts.

1- Create a contact
2- Create a case and close it with proper resolution
3- Now create an account add contact created above as Primary contact.
4- Create a case against an account and close it with proper resolution.

Customization

<> Create case form as per snap shots given

- Create necessary custom fields
- Create necessary custom grids
- Create necessary relationship
- Disable the Business Process Flow (Google it)

<> Create a workflow that change default owner of case to "Customer Service"
- Create a queue of type Customer service
- Create a workflow
- Send Email to Customer service about case assigning.