---
schema_version: "1"
id: 169bc7eb0bb846115b908c98c7f19ddbe53995f5619ca6bed00b82089061b230
title: Training Service Reps to Work with Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/case_training.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.case_training.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 473a3f7dff28cca7c0190450a12f6192c2570fdec8f8475f6926adbe1472ab8f
description: To help your support team manage cases efficiently, make sure they know how to complete these key tasks.
products:
  - Service Cloud
release: "264"
---
# Training Service Reps to Work with Cases

To help your support team manage cases efficiently, make sure they know how to complete these key tasks.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

## 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.

#### See Also

- [Manage and Work with Cases](https://help.salesforce.com/s/articleView?id=service.support_agents_intro.htm&release=264.0.0&type=5 "To keep customers happy, learn how to manage and work with cases. After a case is opened, you update the customer and case details, then you ultimately close and resolve the customer issue.")