---
schema_version: "1"
id: adaed721e851a5ee7a336a1bb6bd793947c09f3c27580d9091a121d2874c40ac
title: Set Up Case Management Basics
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_set_up_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_set_up_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 645d84f639bb14345a4615467c2e035c73fb1579a9bb725f9c3fc2372b1c2e89
description: 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.
products:
  - Service Cloud
release: "264"
---
# Set Up Case Management Basics

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.

### 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>

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

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

- **[Set Up Cases for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex.htm&release=264.0.0&type=5)**  
    Design an intuitive case management process for service reps and customers. Customize your cases UI with quick actions, case hovers, case merge, and case sharing settings. Auto-create cases from web form submissions and emails, and then build customer trust with personalized email templates and customer feedback surveys.
- **[Set Up Cases for Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_setting_up.htm&release=264.0.0&type=5)**  
    Follow these high-level steps to set up Case Feed in Salesforce Classic.
- **[Training Service Reps to Work with Cases](https://help.salesforce.com/s/articleView?id=service.case_training.htm&release=264.0.0&type=5)**  
    To help your support team manage cases efficiently, make sure they know how to complete these key tasks.
- **[Enable Automatic Case Assignment Rules for Experience Cloud](https://help.salesforce.com/s/articleView?id=service.cases_automatic_case_assignment_rules_for_experience_cloud.htm&release=264.0.0&type=5)**  
    Execute standard case and assignment rules automatically and consistently for all records created via Experience Cloud sites. Automatic assignment eliminates the need for complex custom code or flows to replicate out-of-the-box routing functionality, so you can deliver immediate, accurate, and scalable customer service.