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Overview of events | SalesforceOverview of eventsAvailable in : Salesforce ClassicAvailable in : Enterprise Edition, Performance Edition, Unlimited Edition and Developer Edition with Service Cloud

Key events are necessary steps in the process of customer service.

They are parameters representing service levels to provide each of its customers.

Some examples of key events include the time of first response and resolution of cases.

Key events can show one of the following cases states : State key event Description ExampleIcon compliance with key event Compatible case key events are completed or have not committed any offense.

The new cases appear to be compatible because they have not committed any offense.

The first response of a case is complete or has not committed any offense.

Icon key event open open infringement Infringement Case Key events have committed an infringement ; the steps of a support process is incomplete.

The first response of a case is incomplete.