---
schema_version: "1"
id: 99ff00e9502bd8f6fb100f8b4239f59e3c4639d680529d5e7e405cb43ab09361
title: Create a Case
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/mktg/264-0-0/mc_jb_case.md
canonical_url: https://help.salesforce.com/s/articleView?id=mktg.mc_jb_case.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0654e76bc65c13064cff5f86098ad0f4278639dfd1fb63ad14ef6fa921e4779e
description: Create a case and associate it to the Sales or Service Cloud contact that matches the Marketing Cloud Engagement contact ID. Or create a Sales and Service Cloud contact to associate the case to.
products:
  - Marketing
  - Marketing Cloud Engagement
release: "264"
---
# Create a Case

Create a case and associate it to the Sales or Service Cloud contact that matches the Marketing Cloud Engagement contact ID. Or create a Sales and Service Cloud contact to associate the case to.

This legacy activity can appear in old journeys but is no longer available as an option for new journey activities. Use the Object activity, Campaign activity, or Convert Lead activity when creating journeys.

Use the Case activity to do the following:

- Create a case and associate it to the Sales and Service Cloud contact that matches the Marketing Cloud Engagement contact ID.
- Create a Sales and Service Cloud contact to associate the case to.
- Create a case without associating it to a contact.
- Update case fields with Marketing Cloud Engagement attribute values.
- Assign new or updated cases using assignment rules.

1. Use **Create Only** to create or identify a contact to associate with the case this activity creates. Alternately, use **Update Only** to locate cases to update.
2. Choose when contacts are created, updated, or related to a case.
3. When updating, provide a key for Journey Builder to use to identify cases to update.
4. Select Assignment Rules.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-mktg-mc_journeys_and_automations-264-0-0-production-enus/e08cdd71-c1c1-4ae5-a5e9-8a6dad583ad4/images/icon_note.png)
    
    Note Assignment Rules determine how cases are assigned to users or put into queues as they’re created.
5. Click **Next**.
6. Use **Map Fields** to map Marketing Cloud Engagement attribute fields that update the Sales and Service Cloud case record with their values.
7. To map attribute values to the case record, click **Case** in the left pane.
8. To map Marketing Cloud Engagement attribute fields whose values populate the Sales and Service Cloud contact, click **Contacts** if necessary.
    1. To map fields, click an attribute group in the Marketing Cloud column to locate a specific attribute.
    2. To view its path, hover over the name of the data extension.
    3. Drag a Marketing Cloud Engagement attribute to the Sales and Service Cloud case value it populates.
    4. To select the desired field type, use the dropdown menu next to the Sales and Service Cloud search field.
    5. To show fields not matched to a Marketing Cloud Engagement attribute, select **Hide Defined Fields**.
9. Use **Set Fixed Values** when the same value is added to each Sales and Service Cloud case record when this activity creates a case.
10. To display mapped fields, click **Map Fields**.
11. Click **Next**.
12. Click **Done**.