Nextian extends the standard Salesforce case object to implement service-based customer support by linking cases with services, and thus with products, locations and accounts.
The package includes the following features:
- Additional fields for the case object.
- Page Layout — a Nextian page layout (Service Analyzer Case Layout) including the new fields, sections and related lists.
- Lightning Page and Components — lightning experience page (Service Analyzer Case) with additional components for improved case visualization and quicker resolution: other services for this customer, other services for this location and others (out-of-the box page contains all the components).
- Additional case and account list views.
All features are fully customizable after the package is installed.
Service, product, location association
Cases are associated with services, accounts, products and locations and relevant cases are accessible on these objects via related lists.
The association also enables calculation of case statistics (e.g., products with the higher numbers of cases).
When updating or inserting a case if service is provided, account, location, product and reseller are updated to match the service.
The following fields are used for case/service association.
| Field | Meaning |
|---|---|
| Service | Service associated with the case. |
| Account | Standard case account field is used. |
| Product | Product associated with the case (pulled from the service) In order to avoid naming clashes with the standard Salesforce product field, this field’s internal name is Related_Product__c. |
| Location | Location associated with the case (pulled from the service). |
| Reseller | Reseller associated with the service. Intended for notifications or case processing where a reseller is involved. |
Financial information
The following financial fields available to allow for revenue-based prioritization or processing rules:
| Field | Meaning |
|---|---|
| Service Monthly Recurring Revenue | Monthly recurring revenue (MRR) of the service associated with the case. |
| Account Monthly Recurring Revenue | Total monthly recurring revenue (MRR) of all active services (i.e., with fulfillment status equal to In Service) for the account associated with the case. |
