LESSON 1.6 · ABOUT 20 MINUTES

Capstone: a support intake workflow

Bring the data model, security, routing, and reporting together.

By the end of this lesson

Build an end-to-end workflow in a practice org.
Define acceptance checks before activating automation.

The brief

Build a fictional support workspace with Accounts, Contacts, and Cases. Each Case needs a subject, priority, owner, and status. Add a customer-tier field only if your model needs it, and document where it belongs.

Acceptance checks

A High-priority or VIP Case routes to Escalations. Other Cases route to Standard Support. An agent sees the intended records and fields. The open workload report groups Cases by owner and excludes closed Cases.

Release thoughtfully

Use a Playground or sandbox and fictional records. Keep a change inventory. Test creation, updates, bulk input, and failure paths. A completed checklist documents your own practice; it is not automated verification of a connected Salesforce org.

Worked example

Routing passes for new Cases, but changing an existing Case to High does nothing. Is the project complete?

Only if the agreed policy applies solely at creation. If updates should reroute, the entry conditions and update behavior need adjustment and another test. Requirements determine correctness.