A case is a customer question or feedback, and the customizations and features set up
by your admin determine the fields and related lists you see on a case. Learn how you can get
the most out of working with cases.
Required Editions
| User Permissions Needed |
| To view cases: |
Read on cases |
| To update cases: |
Edit on cases |
Updating Cases
- When you change a contact, the account doesn’t update to the contact’s account, but you
can edit the account yourself.
- Contacts who are portal users can only view cases associated with the account on their
contact record.
- When you change an account, manual shares on a case are deleted for users who don’t have
read access on the new account.
- When support reps check Escalated in case details, an arrow icon appears before the
subject. The icon shows in the highlights panel, list view, and compact preview modal, so
that support reps know the escalation status at a glance.
- If set up, select Send notification email to contact to let the
contact know that you’ve updated the case. An email is sent only if you have access to the
contact.
- If set up, select Assign using active assignment rules to
reassign a case using an assignment rule. If the case doesn’t match rule criteria, it’s
reassigned to your organization’s default case owner.
- If set up, click Sharing to share a case with other users,
groups, or roles.
- If set up, close a case by selecting Closed under Status.
Otherwise, click Close Case and change any fields as needed. If
knowledge article submissions are set up, click Save and Create
Article to store information that would help others close similar cases.
When the draft article you submit is published, it’s attached to the case and available in
the knowledge base for easy reference.
- If set up, a Web-to-Case Information section lists information entered by the customer
who created the case from a website form.
- The Manage Cases app permission is required to edit, delete,
transfer, and create cases, and contains the Edit Case,
Delete Case, Transfer Cases, and
Create Case permissions. If any of the individual permissions are
removed from a profile or permission set, the Manage Cases app
permission is disabled.
Using Case Related Lists
- To reply and work with cases created from Email-to-Case, use the Emails related
list.
- To view the required steps in a support process or to add the date of a completed
milestone, use the Case Milestones related list.
- To add files to a case, drag them onto the Files or Attachments related list. You can
only drag files in Lightning Experience.
- To find articles from your organization’s knowledge base to help solve a case, use the
Articles related list. To initiate a search, type keywords. Attach relevant articles to
the case to track solutions and help others solve similar cases. Attached articles appear
on the related list. If you create a draft article while closing a case, the article
appears on the related list after the draft article is published.
- To find solutions (version 1.0 of articles) to help solve a case, use the Solutions
related list. If solution categories are set up, choose them to refine your search, along
with keywords. If suggested solutions are set up, click View Suggested
Solutions to see relevant solutions. The solutions are suggested based on
relevancy and case similarity.
Reporting on Cases
- On the Reports tab, the Support Reports folder includes such case reports as case
history, cases created, created by agent (service rep), and which agents own open
cases.
- You can also create your own customized case reports on the Reports tab. For example,
create a report to view a list of open cases sorted by priority.
Replying to Cases from Chatter Answers (Not Available in Lightning Experience)
- To reply to a case converted from a question on a web site, type your response in the
Chatter-like feed, and click Answer Customer. Your response is
tracked on the Case Comments related list.
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