---
schema_version: "1"
id: e6d72ae97e57a0d542210ecf099bb7537e80eae34f55caee23f22be319862ab7
title: Question-to-Case
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/experience/264-0-0/questions_qtc_overview.md
canonical_url: https://help.salesforce.com/s/articleView?id=experience.questions_qtc_overview.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b3733e698ddcaba5c80adcce7e1350d8eb22b2e8d8d1b4444612432ff917c421
description: Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in your Salesforce org and Salesforce mobile web, as well as in Aura and Salesforce Tabs + Visualforce sites where Chatter Questions is enabled.
products:
  - Experiences
release: "264"
---
# Question-to-Case

Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in your Salesforce org and Salesforce mobile web, as well as in Aura and Salesforce Tabs + Visualforce sites where Chatter Questions is enabled.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Applies to: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&amp;type=5&amp;language=en_US" target="_blank">Aura and Visualforce sites</a></td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/images/icon_note.png)

Note Beginning in Summer ’26, Chatter is turned off by default in all new orgs. For any features in these orgs that require access to Chatter functionality or the Chatter APIs, turn on Chatter by going to **Setup** | **Chatter Settings** and selecting **Enable**. For details, see [Chatter Is Turned Off by Default in New Orgs Beginning in Summer ’26](https://help.salesforce.com/s/articleView?id=experience.collab_chatter_default_off.htm&type=5&language=en_US).

When a customer uses the Question action in Chatter to ask a question, similar questions and Knowledge articles appear below the Chatter publisher. If the similar questions and articles don’t address the issue, the customer posts the question.

If a question isn’t resolved, you can escalate the question to a case. Users with the Moderate Chatter or Moderate Experiences Feeds user permission can create cases from questions directly in the feed, or you can set up flows in Flow Builder to automatically create cases from questions that meet specified criteria. Cases from questions are added to a queue so support agents can claim them.

![Escalate Action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/communities/images/qtc_escalate_action.png)

When a customer’s question is turned into a case, the customer receives an email with the case number and a link to the case. The customer can view the case via a link on the question that’s visible only to them, while moderators see a note on the question indicating that a case was created.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/images/icon_note.png)

Note The person who asked the question must have access to cases so they can view their case.

**Moderator Flag**

![Moderator Flag](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/communities/images/qtc_moderator_flag.png)

**Customer Flag**

![Customer Flag](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/communities/images/qtc_customer_flag.png)

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/images/icon_note.png)

Note On escalated questions in Salesforce (as opposed to Experience Cloud sites), the notification is visible to all users, not just moderators.

When agents find a solution, they can respond to questions directly from the console, and the customer sees the agent’s response on the question or in the My Cases view. Agents choose whether the reply is visible to the Experience Cloud site, or only to the customer who asked the question.

![Agent Response](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-experience-communities-264-0-0-production-enus/bf7df212-91a1-4fa3-a007-4d6f3e3b470b/communities/images/qtc_response.png)

- **[Enable Question-to-Case](https://help.salesforce.com/s/articleView?id=experience.questions_qtc_enable_qtc.htm&release=264.0.0&type=5)**  
    Enable Question-to-Case in your Experience Cloud sites, Salesforce org, or both.