---
schema_version: "1"
id: 73712186f544979e40da29081cb10b0bce33230e4b8c5d08d0f2a1c5353021af
title: Case Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_service_case_management.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_service_case_management.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 28abac2cf0d1a0322a3d4cf73bd9c5f6285f362c8aa9c6cd82369d01446def93
description: Enhance case management and improve support rep productivity with new collaboration tools. Resolve cases faster by merging duplicate cases in Omni-Channel queues. Use a new Agentforce action to identify the best available experts to solve a case. Capture detailed problem statements in a rich text editor and draft case comments with generative AI.
products:
  - Cross Cloud
release: "262"
---
# Case Management

Enhance case management and improve support rep productivity with new collaboration tools. Resolve cases faster by merging duplicate cases in Omni-Channel queues. Use a new Agentforce action to identify the best available experts to solve a case. Capture detailed problem statements in a rich text editor and draft case comments with generative AI.

- **[Draft Contextual Case Comments Instantly with Agentforce](https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_draft_case_comments_with_agentforce.htm&release=262.0.0&type=5)**  
    Your service reps can now generate professional and contextual case comments using natural language prompts. The out-of-the-box templates provide consistent communication by grounding responses in case history, customer interactions, and knowledge articles. Reduce the time your users spend on manual writing and ensure a standardized approach to case management.
- **[Find Case Experts Instantly with Agentforce Actions](https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_find_case_experts.htm&release=262.0.0&type=5)**  
    Your service reps can now identify the best available experts for complex cases using a specialized Agentforce Action. Find Case Expert analyzes case context, historical resolution patterns, and real-time availability to suggest three to five ranked professionals with specific reasoning. These recommendations help your reps resolve issues faster by facilitating immediate collaboration through Slack or seamless case reassignment.
- **[Assign Community Cases Automatically with Standard Assignment Rules](https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_assign_community_cases_automatically_with_standard_assignment_rules.htm&release=262.0.0&type=5)**  
    Standard case assignment rules now run automatically and consistently for all records created through Experience Cloud sites. Eliminate the need for custom code or complex flows to route self-service cases. You can now manage all routing logic in one standard location to ensure cases reach the right agents immediately.
- **[Merge Unopened Duplicate Cases in Omni-Channel Queues (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_merge_cases_in_omni_channel.htm&release=262.0.0&type=5)**  
    Resolve duplicate cases more efficiently by merging them even while they are active in an Omni-Channel queue. Previously, you couldn’t merge cases that were currently being routed or assigned, requiring manual intervention to move them out of the queue first. Now, you can allow the merging of duplicate cases that haven't been opened by a rep, reducing backlogs without disrupting active work.
- **[Illustrate Complex Customer Issues with Rich Text Case Descriptions (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_rich_text_case_descriptions.htm&release=262.0.0&type=5)**  
    Support reps can now use a rich text editor to capture detailed problem statements with ease. Reps can add images, format text with bullets and numbering, and include tables or URL links directly within the case description. These enhanced descriptions provide better context for Service Assistant and Case Summary to generate accurate results.
- **[Manage Duplicate Cases Proactively with Enhanced Case Merge (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_enhanced_case_merge.htm&release=262.0.0&type=5)**  
    Help your reps maintain a clean database and increase productivity by identifying and consolidating duplicate cases. Create custom matching rules that will help you surface potential cases for case merge proactively on case load. Add the Duplicate Cases lightning web component to the case page so your reps can also see and act on real-time suggestions directly from the case page