|
Indicates that an escalation rule escalated a case. The escalation icon
disappears when a case is closed or no longer meets escalation rule criteria.
|
|
Indicates that a customer added a comment to a case from a web portal. The icon
appears until the case owner views the case. |
|
Account Name
|
Name of the account associated with a case’s contact. The name is added when
you link the case to a contact and save the case. When updating a case, you can add
a different account. |
|
Asset
|
The customer’s product model. On edit pages, this field shows only assets
associated with a case’s contact, but you can use inline editing to see a list of
all assets on a case. |
|
Business Hours
|
Indicates the hours at which escalation actions or entitlement processes run on
a case. |
|
Case Currency
|
The currency for all currency amounts on a case. Amounts display in the case
currency and are also converted to your personal currency. Only available for
organizations that use multiple currencies. |
|
Case Division
|
The division to which a case belongs. Division is inherited from a case’s
contact. If it has no contact, it’s set to the default global division. Only
available in organizations that use divisions to segment data. |
|
Case Number
|
Unique number assigned to the case. Numbers start at 1000 and are read only,
but administrators can change the format. Case numbers often increase sequentially,
but sometimes they skip numbers in a sequence. |
|
Case Owner
|
User assigned to own a case. |
|
Case Record Type
|
Field name that determines the picklist values available on a case. Record
types are often related to a support process. |
|
Case Source
|
Polymorphic field used to look up multiple entities based on supported and
enabled functionality. The feature that triggers Case creation (Social Post, Email
Message, and so on) auto-populates the field.
All fields related to these
entities are present during rule creation (Workflow, Assignment, Process,
Auto-Response, Escalation, and so on), even when null on workflow rule execution.
Considering that you cannot relate to multiple entities at once, this field
represents the different relationships between records. Also, their filter
criteria are the same for every record that yields unexpected results across Case
records
|
|
Closed by Self-Service User
|
Indicates if a case’s contact closed the case from a web portal. This field is
read only. |
|
Closed When Created
|
Indicates if a case was closed during creation using the Save and
Close button. This field is read only. |
|
Contact Email
|
Email address of a case’s contact. The address is added when you add a contact
to a case. This field is read only. |
|
Contact Fax
|
Fax number of a case’s contact. This number is added when you add a contact to
a case. This field is read only. |
|
Contact Mobile
|
Mobile phone number of a case’s contact. The number is added when you add a
contact to a case. This field is read only. |
|
Contact Name
|
Name of a case’s contact. |
|
Contact Phone
|
Phone number of a case’s contact. The number is added when you add a contact to
a case. This field is read only. |
|
Created By
|
User who created a case, including creation date and time. This field is read
only. |
|
Custom Links
|
Lists of custom links for cases created by an administrator. |
|
Date/Time Closed
|
Date and time that a case was closed. This field is read only. |
|
Date/Time Opened
|
Date and time that a case was opened. This field is read only. |
|
Description
|
Description of a case,- usually a customer question or feedback. This field can
store up to 32 KB of data, but only the first 255 characters display in
reports. |
|
Entitlement Name
|
Name of an entitlement added to a case. Only available if entitlements are set
up. |
|
Entitlement Process Start Time
|
The time the case entered an entitlement process. If you have
“Edit” permission on cases, you can update or reset the time. When you reset the
time:
- Completed milestones aren’t affected
- Incomplete milestones are recalculated based on the new start time
If an entitlement process applies to a case, this field appears.
|
|
Entitlement Process End Time
|
The time a case exited an entitlement process. If an
entitlement process applies to a case, this field appears. |
|
Internal Comments
|
Internal notes related to a case. Each comment can store up to 4 KB of data and
appears on the Case Comments related list. Comments marked “public” can appear on
web portals. |
|
Language
|
The language of the case. This field is available in all Enterprise,
Performance, and Unlimited orgs with Agentforce Service (formerly Service Cloud).
Out of the box, it's used only by Einstein Case Classification. |
|
Milestone Status
|
A milestone is a step in an entitlement process. If an entitlement process
applies to a case, this field appears. |
|
Milestone Status Icon
|
Indicates a milestone’s status on a case by displaying one of the following
icons:
 Compliant Open Violation Closed Violation
If an entitlement process applies to a case, this field appears: This field
displays only in Salesforce Classic.
|
|
Modified By
|
User who last changed a case, excluding any changes made to a case’s related
list items. This field also includes the date and time of the change. This field is
read only. |
|
Origin
|
Source of a case, for example, phone, email, or web. Administrators set field
values, and each value can have up to 40 characters. When editing a case created
from an Experience Cloud site with quick actions, add an origin because it isn’t set
by default. |
|
Parent Case
|
A case above one or more related cases in a case hierarchy. A case number
identifies a parent case, and a parent case must exist before you can add it to
another case. |
|
Priority
|
Urgency of a case. Administrators set field values, and each value can have up
to 20 characters. |
|
Product
|
Name of a case’s product. This field is only available if entitlements are set
up to include products. |
|
Question
|
A question on the Q&A tab that is related to a case. This field is
populated when you create a case from a question or a question is escalated to a
case. |
|
Reason
|
The reason a case was created. Administrators set field values. |
|
Status
|
Status of a case, for example, open or closed. Administrators set field
values. |
|
Stopped
|
Lets you stop an entitlement process on a case, which
might be necessary if you’re waiting for a customer’s response. You can stop
an entitlement process up to 300 times. If an entitlement process applies to a case,
this field appears. |
|
Stopped Since
|
Shows the date and time an entitlement process was
stopped on a case. If an entitlement process applies to a case, this field
appears. |
|
Subject
|
Brief description of the customer’s question or feedback, for example,
Printing Gives Error on Internet Explorer.
|
|
Timeline
|
How far along a case is to reaching an entitlement process’s
milestones. You can click or hover your mouse pointer over each milestone to view
its details. These icons represent milestones:
 Completed milestone Violated milestone
You can drag the Handle icon ( ) along the Timeline Zoom tool to view past and future milestones. If an
entitlement process applies to the case, this field appears.
|
|
Type
|
Type of case, for example, question or problem. Administrators set field
values. |
|
Visible in Self-Service Portal
|
Indicates if a case is visible to users in a web portal. If you want
web-generated cases visible in a portal, include this field in Web-to-Case
setup. |
|
Web Company
|
Company name provided by a customer who created a case from Web-to-Case or
Email-to-Case. |
|
Web Email
|
Email address provided by a customer who created a case from Web-to-Case or
Email-to-Case. |
|
Web Name
|
Customer’s name as provided by a customer who created a case from Web-to-Case
or Email-to-Case. |
|
Web Phone
|
Phone number provided by the customer who created a case from Web-to-Case or
Email-to-Case. |