---
schema_version: "1"
id: cc4c7c9df9d861b0e9f977402b332c0f2769d7d6f947bf73e78484943ee5e040
title: Things to Know About Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_intro_considerations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_intro_considerations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 654cc93f8ace485435b300337397463933f4041b38f4255500e8ecd6e8eb7752
description: Review these guidelines and other supplemental information when you use cases.
products:
  - Service Cloud
release: "264"
---
# Things to Know About Cases

Review these guidelines and other supplemental information when you use cases.

### 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>

- **[Guidelines for Working with Cases](https://help.salesforce.com/s/articleView?id=service.cases_edit.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cases_home.htm&release=264.0.0&type=5)**  
    From the Cases home page, you can create, locate, and edit cases.
- **[Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&release=264.0.0&type=5)**  
    Case records contain information about the case progress and its associated records.
- **[Case History](https://help.salesforce.com/s/articleView?id=service.case_history.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cases_parent.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cases_related.htm&release=264.0.0&type=5)**  
    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.