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.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up cases for Lightning Experience: |
Manage Cases AND Customize Application |
- Default Salesforce Go Settings for Case Management
To quickly start using case management, we recommend turning it on in Salesforce Go. When you turn on Case Management in Salesforce Go, these settings become active. - Create a Log a Call Quick Action for Cases
Before you can use case feed in Lightning Experience, you must recreate the Log a Call publisher as a quick action. - Create a Send Email Quick Action for Cases
Create a Send Email quick action to let support reps send emails from the case feed in Lightning Experience and the Salesforce mobile app. - Create a Change Status Quick Action for Cases
Before you can use case feed in Lightning Experience, you must recreate the Change Status publisher as a quick action. - Create a Change Owner Quick Action for Cases
Make it simpler for support reps to reassign cases in Lightning Experience by adding an Update a Record quick action to the case page layout. - Create a Close Case Quick Action
To give your support reps the Close Case action in Lightning Experience, create an action and add it to the case page layout. - Add the Close Case Button to Lightning Experience
Make the process of closing cases easier for your service reps and save time by adding the Close Case button to the case details page. This way, your service reps can close the case directly from the case details page. - Create a Case Comment Quick Action
To let your support reps create case comments from the case feed publisher in Lightning Experience, create a Case Comments quick action and add it to the case page layout. - Enable Rich Text Format for Case Comments
Insert images and other media and use a range of formatting options when you add content to the body of a case comment. Mark comments as public or private as needed and use @ mentions to tag people and groups in comments. - Add Quick Actions to the Case Page Layout for Lightning Experience
Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout. - Customize Case Hovers in Lightning Experience
Case hovers give users a sneak peek at the details of a case, including the description and the latest update. Case hovers are enabled by default and appear whenever you hover over a case number, except in list views. For users who work with cases all day, these hovers can save valuable time. - Customize Case Sharing Settings
Your sharing model for cases determines the access your users have to cases that other users own. Review the options before choosing a sharing model that fits your needs. - Customizing Case Fields and Page Layouts
To tailor case management to your business's needs, customize or create case fields and design one or more case page layouts. Fields control which information your support team captures on a case, while page layouts controls the contents and outline of a case being viewed by a service rep. - Capturing Cases from Email and Web Forms
With Email-to-Case and Web-to-Case, automatically convert customer emails and web form submissions into case records in Salesforce. This automation saves you time and ensures that no customer inquiry goes unaddressed. - Creating Email Templates for Cases
Email templates help your business use consistent messaging in outgoing emails. Create branded email templates to use in case assignment rules or auto-response rules, or to send to customers in response to their inquiries. - Automate Cases with Rules
Use assignment rules and escalation rules to control how cases are assigned and escalated. Create auto-response rules to determine how case contacts and owners are notified about changes to a case. - Set Up Case Merge in Lightning Experience
Let support reps combine up to three cases into a single case. First, enable the Case Merge setting. Then add the Merge Cases action to the cases record home and add the Merge Cases button to the case list view so support reps can merge cases. - Set Up Enhanced Case Merge (Beta)
Use Enhanced Case Merge to proactively suggest potential duplicate cases for case merge. - Set Up a Customer Feedback Survey
Find out what your customers think about their experiences with customer support. Automatically email a survey to the case contact when a case is closed or when case auto-response rules are met. - Set Up and Manage the Case Timeline
The Case Timeline is a new, intelligent component that replaces the existing fragmented feeds and related lists with a single, unified, and curated view of all case-related events. It provides reps with instant context by intelligently organizing customer conversations, internal collaboration, and critical case lifecycle milestones. - Set Up Real-Time Translations for Case Comments
Give service reps the ability to translate case comments. A rep can translate an end user’s case comment into the rep’s language in the case feed, as well as translate their response into the end user’s language in the case comment composer before replying to the comment. - Enable Rich Text Format for Case Description (Beta)
Let support reps add rich text features, such as bullet points and screenshots, to their case descriptions. - Set Up the Find Expert Action for Agentforce
Enable and configure the Find Expert action to help support reps resolve complex cases. - Use the Draft Case Comment Action with Service Plan Template
Configure the standard prompt template for case comment generation in your org to help service reps generate comments. Deploy standardized comment generation across teams to comply with company communication standards. - Merge Cases in Omni-Channel Queues (Beta)
Consolidate duplicate records more efficiently. You can merge cases active in Omni-Channel routing as long as a support rep hasn't actively opened.