---
schema_version: "1"
id: 3e192142808f15f1b863f446361e5d33af598be6d311cd7503bee048c8d1f290
title: Set Up and Manage Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b7c0f4165a618a1086b5d068d173a1f516d43ec3725ae9f763ed7050d02dda05
description: The backbone of Agentforce Service (formerly Service Cloud), cases are highly customizable records that service reps and supervisors use to track and resolve customer issues.
products:
  - Service Cloud
release: "264"
---
# Set Up and Manage Cases

The backbone of Agentforce Service (formerly Service Cloud), cases are highly customizable records that service reps and supervisors use to track and resolve customer issues.

### 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>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation.

Every time a customer contacts you for support, it's a chance to build a stronger relationship with them. Case management lets you make the most of each interaction and become a true champion of customer success. Automatically routing cases to the most qualified service rep or AI agent means faster, better resolutions for customers. And because every business is unique, you can customize Salesforce to match your processes.

To work with cases in Salesforce, you'll start by setting up the basics:

- Setting up case teams: Set up case teams so that teams of users can work on cases together.
- Customizing fields and page layouts: Create custom case fields to track information specific to your case management process, and design your case page layouts to add or remove fields, buttons, components, and related lists.
- Creating email templates: Edit standard templates or build your own distinctive email templates to send to customers who submit inquiries.
- Setting up assignment rules: Automatically route cases to the appropriate person or team.
- Setting up auto-response rules: Prepare automated responses to your incoming cases based on any attribute of the case.
- Setting up case escalation rules: Customize Salesforce to automate case escalation.
- Capturing cases from service channels: Set up Messaging, Email-to-Case, Web-to-Case, and Salesforce Voice to reach customers on their preferred platform.

Let's jump in!

- **[What’s a Case?](https://help.salesforce.com/s/articleView?id=service.cases_def.htm&release=264.0.0&type=5)**  
    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.
- **[Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&release=264.0.0&type=5)**  
    Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles.
- **[Set Up Case Management Basics](https://help.salesforce.com/s/articleView?id=service.cases_set_up_intro.htm&release=264.0.0&type=5)**  
    Support reps are the front line of customer service. To ensure excellence in customer support, set up an experience for cases that makes support reps successful and efficient.
- **[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.