---
schema_version: "1"
id: 37a0236535a58b64c95ea97ac47f41b6428d2f780eabf3afdf513a1aa186072f
title: Default Salesforce Go Settings for Case Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_setup_considerations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_setup_considerations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 57b8c2b5235a8f568580224937865963fad524aac3a55efc0698c68f5734f9ee
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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.

### 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;">Salesforce Go is available in Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Pro Suite</strong>, <strong>Professional</strong>,<strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> editions with Agentforce Service (formerly Service Cloud)</td></tr></tbody></table>

## Where To Find Salesforce Go

In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for Case Management.

![Case Management page in Salesforce Go with the breadcrumb highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_mgmt_salesforce_go.png)

## Default Settings

Case Management is a dependent step in other features you turn on, so it's important to understand its effects when enabled.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d72984e106">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d72984e109">What It Does</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d72984e112">Considerations</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e106 ">Create Case Status picklist values</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e109 ">
              <p>Create values for the Status field on cases. The values can be used for case
                merging, status-based email notifications, and other features. </p>
              <ul>
                <li>New</li>

                <li>In Progress</li>

                <li>On Hold</li>

                <li>Waiting for Customer</li>

                <li>Escalated</li>

                <li>Merged</li>

                <li>Closed</li>

                <li>Response Received</li>

              </ul>
            </td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e112 ">Adds sample data. You can modify or delete the values or add your own.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e106 ">Enable case owner notifications for new case comments </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e109 ">Notifies the case owner when a user adds a public or private comment to a case.
              If you select this setting, case owners can't opt out of receiving these notices.
              Notices aren't sent to inactive case owners.</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e112 ">You can turn off this setting without affecting other Support Settings.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e106 ">Create sample email templates</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e109 ">Creates the Case Created or Updated (Sample) and the Case Assigned (Sample)
              email templates.</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e112 ">Critical templates used for Web-to-Case when it's turned on. You can edit this
              setting and templates but they're used across channels.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e106 ">Enable case merge</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e109 ">Lets support reps merge cases and lets developers use the API to merge
              cases.</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e112 ">You can turn off this setting without affecting other Support Settings.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e106 "> Create sample queues</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e109 ">Creates Escalation, General, and Priority queues, which lets users manage and
              distribute work.</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e112 ">You can modify or delete the queues.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e106 ">Create sample case assignment rules</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e109 ">Creates an assignement rule named Priority.</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e112 ">You can modify or delete the assignment rule.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e106 ">Create sample case escalation rules</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e109 ">Creates an escalation rule named New High Priority Case Over 2 Hours.</td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d72984e112 ">You can modify or delete the escalation rule.</td>

          </tr>
        </tbody>
      </table>

#### See Also

- [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US)