To help your support team manage cases efficiently, make sure they know how to complete these key tasks.
Required Editions
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Creating Cases
Show users how to create cases from the Cases tab or the Cases related list on a contact. Clicking New from the Cases related list on a contact automatically references that contact on the new case.
Viewing Cases in List Views
Users can view their open cases using list views on the Cases tab. Use the standard list views if you don’t need a customized list view. For example, My Open Cases displays a quick list of all the open cases assigned to you.
Viewing Case Queues
Salesforce creates a list view for each case queue you create, using the queue name for the list view. Show members of the queue how to view the contents of the queue by clicking the Cases tab and choosing the appropriate list view. The case queue is the owner of the queue until a member takes ownership of it.
Setting Case Status
If you created custom values for the case Status field, educate users on each status and the life-cycle of a case using these values.
Closing Cases
Show users how to close cases and include best practices for internal comments and solution information if you have included that in your page layout.
Changing Case Ownership
Show users how to assume ownership of a case in a queue. Typically, this is done by selecting a queue list view from the Cases tab, selecting one or more cases, and clicking Accept. To change the owner of a case, users can update the Case Owner field and select a user or queue to own it.