Review these guidelines and other supplemental information when you use cases.
Required Editions
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- Guidelines for Working with Cases
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. - Cases Home
From the Cases home page, you can create, locate, and edit cases. - Case Fields
Case records contain information about the case progress and its associated records. - Case History
The Case History related list on a case detail page tracks the changes to the case. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the case, a new entry is added to the Case History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the case are not tracked in the case history. - Case Hierarchies
When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve. - Related Cases
When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve.