A case is a customer’s question, feedback, or issue. Service reps use cases to interact
with customers and track the resolution of their issues. Sales reps can use cases to track
issues during the sales process.
Required Editions
Communication channels gather cases from customers’ preferred forms of contact. Channels
include Experience Cloud sites for online forums, Email-to-Case for emails, Web-to-Case for
web forms, Salesforce Voice for phone calls, Messaging for WhatsApp, SMS, or Facebook
Messenger, and more.
On the Cases tab, you can create, locate, and edit cases and also sort and filter cases and
queues using standard and custom list views.
Your support team follow five basic steps to resolve a case in Salesforce:
- Identify: Identify the customer that has the case, and determine what level of
support they should receive.
- Record: Capture the case details in Salesforce, such as the nature of the
customer’s question and which product or version it concerns. Use the Service Console and
its dashboard-like interface to respond to multiple cases faster.
- Resolve: Find an answer to the customer's problem. If needed, attach a solution or article
to the case or create a new article.
- Communicate: Respond to the customer over their preferred channel.
- Close: Ensure that the case contains all the details and close the case.
