User Permissions Needed
To change support settings:	Customize Application

User Permissions Needed

To change support settings:

Customize Application

Setting	Description
`Default Case Owner`	Automatically assign a user or queue to all cases that don't match any case assignment rule entries. This user must be `Active`.
`Notify Default Case Owner`	Notify the default case owner when a case is assigned to that user. If the new owner is a queue, the notification is sent to the queue email address. Notifications are system-generated, and can't be modified.
`Record Type Setting`	Indicates which record type to assign to cases created by users applying assignment rules. Select either: `Keep the existing record type` if you want new cases to keep the creator's record type `Override the existing record type with the assignee's default record type` if you want to overwrite the creator's record type on new cases
`Automated Case User`	Specify the user you want listed in the case feed items and Case History related list for automated case changes. The name of the automated case user is displayed in the From field in emails sent by an auto-response rule. Automated case changes can occur from assignment rules, auto-response rules, escalation rules, On-Demand Email-to-Case, or cases logged in the Self-Service portal. Select either: `System` to indicate that an automated process performed an action, such as creating a case or changing a case’s status. When you select System, the lookup field is unavailable. `User` to use the lookup field to specify a user, such as an administrator, to be the Automated Case User. This user must have the System Administrator profile or the Modify All Data, Send Email, and Access Activities permissions. The user must have a verified email address to be an `Automated Case User`.
`Case Creation Template`	Specify the template used to notify contacts when a support rep manually creates a case. The notification is optional; it's triggered by a checkbox on the case edit page. This template must be `Available for Use`. In Lightning Experience, to display the send notification checkbox to users, you must: Specify a case creation template for this setting Edit the case page layout properties and select Show on edit page for the Email Notification Checkbox setting Note If Select by default is selected for the email notification checkbox on a page layout, closing a case via a custom quick action triggers the case creation template email. Salesforce treats this action as a case update, not a case closure. To prevent unintended emails, use the standard Close Case action or deselect Select by Default for the email notification checkbox.
`Case Assigned Template`	Specify the template used to notify users that a case was manually assigned to them by an administrator or another user. The notification is optional; it's triggered by a checkbox on the Change Case Owner page. This template must be `Available for Use`.Case Assigned templates aren’t configurable for Experience Cloud site users.
`Case Close Template`	Specify the template used to notify contacts that a case has been closed. The notification is optional; it's triggered by a checkbox on the Close Case page. This template must be `Available for Use`. Case Close Template is available in Aloha as of Summer '21 so Salesforce doesn't auto-assign it.
`Customer Feedback Survey`	Specify a survey to send to the case contact when the case is closed. Enable Surveys before specifying a survey. By default, the Customer Satisfaction survey is set.
`New Cases Visible in Portal`	Automatically selects the Visible in Self-Service Portal checkbox for all new cases, including cases created via Web-to-Case, Email-to-Case, and On-Demand Email-to-Case. Regardless of this default, users creating cases can manually set the Visible in Self-Service Portal checkbox. If you’re using Digital Experiences, this setting doesn’t apply for partner or customer users viewing cases in Experience Builder sites. New case visibility in Experience Builder sites is controlled by sharing rules.
`Enable Case Comment Notification to Contacts`	Notify contacts when a case comment has been modified or added to a case. If you select this setting, click `Case Comment Template` and choose the email template to use for these notifications. This template must be `Available for Use`. Emails can’t be sent to contacts that are Self-Service portal users.
`Notify Case Owner of New Case Comments`	Notify 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. In Lightning Experience, email notifications aren’t sent when support reps use in-line edit on the case record detail page to update the Internal Comments field.
`Early Triggers Enabled`	Enable early triggers for escalation rules and their actions. You can set up an escalation rule to perform an action when a case has been unresolved for a specific number of hours. The `Age Over` hour you specify determines when Salesforce performs the escalation action. Enable early triggers to ensure that your escalation actions are triggered before the `Age Over` hour you specify.
`Enable Suggested Solutions`	Enable the Suggested Solutions button on case detail pages so support reps can propose specific solutions to help resolve cases.
`Enable Suggested Articles`	Provide suggested articles on the Articles related list. You can make suggested articles available in all Salesforce Knowledge channels except the public knowledge base.
`Send Case Notifications from System Address`	Use a system email address rather than the user who updated the case’s for notifications, case comments, attachments, and assignments. System notifications use noreply@salesforce.com as the From email address only if no default No-Reply email address is set. When notifying a Case Contact after creating a public comment, the From field will take the email from the commenter. This setting helps prevent Self-Service or Customer Portal users who update their cases from receiving out-of-office emails from case owners.
`Notify Case Owners when Case Ownership Changes`	Automatically select the `Send Notification Email` checkbox on cases when users change a case owner to another user. This setting helps prevent users from forgetting to notify other users that they're the new owner of a case. Support reps can still select the send notification checkbox even if you don’t enable this setting. In Salesforce Classic, selecting this option doesn't automatically select `Send Notification Email` when users change a case owner to a queue. However, in Lightning Experience, if you select this option, the checkbox is always automatically selected for user and queue changes.
`Show Closed Statuses in Case Status Field`	Add closed statuses to the `Status` field on cases. Support reps can close cases without having to click the Close Case button and update information on close case page layouts. Selecting `Show Closed Statuses in Case Status Field` doesn't remove the Close button from case list views. Instead, it adds Closed to the list of statuses available for users to choose from when they select multiple cases and click Change Status on case list views. `Show Closed Statuses in Case Status Field` is supported for standard Case Detail, standard Case list views, and standard Related Record components connected to a Case quick action. Custom record Detail, custom components, and custom quick actions aren’t supported by this feature in Lightning Experience. Standard quick actions are also not supported by this feature in the Publisher and Highlight panel.
`Hide Save & Close Button and Cls Links`	After selecting `Show Closed Statuses in Case Status Field`, you can select this checkbox so that the `Save & Close` button on case edits pages and the Cls links on Cases related lists don't display unnecessarily. Instead, users close cases via the `Status` field and Save button.
`Enable Case Feed Actions and Feed Items`	Enables case feed-specific actions and feed items. When you select this option, existing cases are upgraded to the case feed user interface.
`Size of Email Feed Item Body`	Control the size of email feed items by setting a character limit on the email feed item body. You can set the character limit to: Small: 400 characters (default) Medium: 1200 characters Large: 5000 characters Custom: A value from 400 through 5000 characters If an email feed item body exceeds the character limit, users can click More to see the rest of the email feed item body.
`Blank Lines in Email Feed Item Body`	Save space in the case feed by removing blank lines in the body of email feed items.
`Collapse Previous Emails in Email Feed Item Body (Salesforce Classic Console App)`	In a Salesforce Classic console app, display only the most recent email in the email feed item body. Users can click More to see previous emails in the thread. Support reps can also collapse expanded email threads by refreshing the browser. This setting applies only to console apps in Salesforce Classic.
`Enable Default Email Templates or the Default Handler for Email Action`	Use an Apex class to load a default email template or to specify the default target fields for the email action on cases.
`Enable Email Drafts`	Enables email draft functionality. If email drafts are enabled, the popout to docked email composer action in the toolbar is disabled.
`Enable Question-to-Case in Salesforce`	Let moderators create cases from Chatter questions in your organization.
`Create Auto-Response Record After Customer’s First Email`	Changes the order of case feed items and records, so that feed items that are automatically generated appear after the customer’s first email.
`Show Email Attachments in Case Attachments Related List`	Displays an email icon in the case Attachments related list next to files that were attached from emails. Also displays a Source column in the case Attachments related list's list view. This feature is available in Lightning Experience only.
`Enable Case Merge`	Lets support reps merge cases and lets developers use the API to merge cases. This feature is available in Lightning only.
`Enable Unread/Read on Compact Case Feed`	To turn on this feature, contact Salesforce. Displays the title of unread feed items in bold. After any support rep clicks a feed item, the title is displayed in a regular font. Feed items that are liked, bookmarked, edited, or commented on are marked as read. It usually takes 2–3 days for changes to appear on the Case feed. This feature is available in Lightning only.
`Enable Web-to-Case`	Make sure Web-to-Case is configured in Setup. Then, in the Quick Find box, enter `Web-to-Case`, and assign an available template as the Default Response Template to use Lightning templates with Web-to-Case.
`Enable Case Auto-Response Rules`	From Setup, in the Quick Find box, enter `Case Auto-Response Rules`. Assign one of the available Lightning email templates to your rule, then click Save to enable Lightning email templates with Case Auto-Response Rules.
`Hide the case comment Make Public checkbox for Community users`	For Community users, remove the Make Public option on case comments. Case comments published by Community users are always public and can't be made private.

Setting

Description

Default Case Owner

Automatically assign a user or queue to all cases that don't match any case assignment rule entries. This user must be Active.

Notify Default Case Owner

Notify the default case owner when a case is assigned to that user. If the new owner is a queue, the notification is sent to the queue email address. Notifications are system-generated, and can't be modified.

Record Type Setting

Indicates which record type to assign to cases created by users applying assignment rules. Select either:

Keep the existing record type if you want new cases to keep the creator's record type
Override the existing record type with the assignee's default record type if you want to overwrite the creator's record type on new cases

Automated Case User

Specify the user you want listed in the case feed items and Case History related list for automated case changes. The name of the automated case user is displayed in the From field in emails sent by an auto-response rule. Automated case changes can occur from assignment rules, auto-response rules, escalation rules, On-Demand Email-to-Case, or cases logged in the Self-Service portal. Select either:

System to indicate that an automated process performed an action, such as creating a case or changing a case’s status. When you select System, the lookup field is unavailable.
User to use the lookup field to specify a user, such as an administrator, to be the Automated Case User. This user must have the System Administrator profile or the Modify All Data, Send Email, and Access Activities permissions. The user must have a verified email address to be an Automated Case User.

Case Creation Template

Specify the template used to notify contacts when a support rep manually creates a case. The notification is optional; it's triggered by a checkbox on the case edit page. This template must be Available for Use.

In Lightning Experience, to display the send notification checkbox to users, you must:

Specify a case creation template for this setting
Edit the case page layout properties and select Show on edit page for the Email Notification Checkbox setting

Note If Select by default is selected for the email notification checkbox on a page layout, closing a case via a custom quick action triggers the case creation template email. Salesforce treats this action as a case update, not a case closure. To prevent unintended emails, use the standard Close Case action or deselect Select by Default for the email notification checkbox.

Case Assigned Template

Specify the template used to notify users that a case was manually assigned to them by an administrator or another user. The notification is optional; it's triggered by a checkbox on the Change Case Owner page. This template must be Available for Use.Case Assigned templates aren’t configurable for Experience Cloud site users.

Case Close Template

Specify the template used to notify contacts that a case has been closed. The notification is optional; it's triggered by a checkbox on the Close Case page. This template must be Available for Use.

Case Close Template is available in Aloha as of Summer '21 so Salesforce doesn't auto-assign it.

Customer Feedback Survey

Specify a survey to send to the case contact when the case is closed. Enable Surveys before specifying a survey. By default, the Customer Satisfaction survey is set.

New Cases Visible in Portal

Automatically selects the Visible in Self-Service Portal checkbox for all new cases, including cases created via Web-to-Case, Email-to-Case, and On-Demand Email-to-Case. Regardless of this default, users creating cases can manually set the Visible in Self-Service Portal checkbox.

If you’re using Digital Experiences, this setting doesn’t apply for partner or customer users viewing cases in Experience Builder sites. New case visibility in Experience Builder sites is controlled by sharing rules.

Enable Case Comment Notification to Contacts

Notify contacts when a case comment has been modified or added to a case. If you select this setting, click Case Comment Template and choose the email template to use for these notifications. This template must be Available for Use. Emails can’t be sent to contacts that are Self-Service portal users.

Notify Case Owner of New Case Comments

Notify 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.

In Lightning Experience, email notifications aren’t sent when support reps use in-line edit on the case record detail page to update the Internal Comments field.

Early Triggers Enabled

Enable early triggers for escalation rules and their actions.

You can set up an escalation rule to perform an action when a case has been unresolved for a specific number of hours. The Age Over hour you specify determines when Salesforce performs the escalation action. Enable early triggers to ensure that your escalation actions are triggered before the Age Over hour you specify.

Enable Suggested Solutions

Enable the Suggested Solutions button on case detail pages so support reps can propose specific solutions to help resolve cases.

Enable Suggested Articles

Provide suggested articles on the Articles related list. You can make suggested articles available in all Salesforce Knowledge channels except the public knowledge base.

Send Case Notifications from System Address

Use a system email address rather than the user who updated the case’s for notifications, case comments, attachments, and assignments. System notifications use noreply@salesforce.com as the From email address only if no default No-Reply email address is set.

When notifying a Case Contact after creating a public comment, the From field will take the email from the commenter.

This setting helps prevent Self-Service or Customer Portal users who update their cases from receiving out-of-office emails from case owners.

Notify Case Owners when Case Ownership Changes

Automatically select the Send Notification Email checkbox on cases when users change a case owner to another user. This setting helps prevent users from forgetting to notify other users that they're the new owner of a case. Support reps can still select the send notification checkbox even if you don’t enable this setting.

In Salesforce Classic, selecting this option doesn't automatically select Send Notification Email when users change a case owner to a queue. However, in Lightning Experience, if you select this option, the checkbox is always automatically selected for user and queue changes.

Show Closed Statuses in Case Status Field

Add closed statuses to the Status field on cases. Support reps can close cases without having to click the Close Case button and update information on close case page layouts.

Selecting Show Closed Statuses in Case Status Field doesn't remove the Close button from case list views. Instead, it adds Closed to the list of statuses available for users to choose from when they select multiple cases and click Change Status on case list views.

Show Closed Statuses in Case Status Field is supported for standard Case Detail, standard Case list views, and standard Related Record components connected to a Case quick action. Custom record Detail, custom components, and custom quick actions aren’t supported by this feature in Lightning Experience. Standard quick actions are also not supported by this feature in the Publisher and Highlight panel.

Hide Save & Close Button and Cls Links

After selecting Show Closed Statuses in Case Status Field, you can select this checkbox so that the Save & Close button on case edits pages and the Cls links on Cases related lists don't display unnecessarily. Instead, users close cases via the Status field and Save button.

Enable Case Feed Actions and Feed Items

Enables case feed-specific actions and feed items. When you select this option, existing cases are upgraded to the case feed user interface.

Size of Email Feed Item Body

Control the size of email feed items by setting a character limit on the email feed item body. You can set the character limit to:

Small: 400 characters (default)
Medium: 1200 characters
Large: 5000 characters
Custom: A value from 400 through 5000 characters

If an email feed item body exceeds the character limit, users can click More to see the rest of the email feed item body.

Blank Lines in Email Feed Item Body

Save space in the case feed by removing blank lines in the body of email feed items.

Collapse Previous Emails in Email Feed Item Body (Salesforce Classic Console App)

In a Salesforce Classic console app, display only the most recent email in the email feed item body.

Users can click More to see previous emails in the thread. Support reps can also collapse expanded email threads by refreshing the browser. This setting applies only to console apps in Salesforce Classic.

Enable Default Email Templates or the Default Handler for Email Action

Use an Apex class to load a default email template or to specify the default target fields for the email action on cases.

Enable Email Drafts

Enables email draft functionality.

If email drafts are enabled, the popout to docked email composer action in the toolbar is disabled.

Enable Question-to-Case in Salesforce

Let moderators create cases from Chatter questions in your organization.

Create Auto-Response Record After Customer’s First Email

Changes the order of case feed items and records, so that feed items that are automatically generated appear after the customer’s first email.

Show Email Attachments in Case Attachments Related List

Displays an email icon in the case Attachments related list next to files that were attached from emails. Also displays a Source column in the case Attachments related list's list view. This feature is available in Lightning Experience only.

Enable Case Merge

Lets support reps merge cases and lets developers use the API to merge cases. This feature is available in Lightning only.

Enable Unread/Read on Compact Case Feed

To turn on this feature, contact Salesforce.

Displays the title of unread feed items in bold. After any support rep clicks a feed item, the title is displayed in a regular font. Feed items that are liked, bookmarked, edited, or commented on are marked as read. It usually takes 2–3 days for changes to appear on the Case feed. This feature is available in Lightning only.

Enable Web-to-Case

Make sure Web-to-Case is configured in Setup. Then, in the Quick Find box, enter Web-to-Case, and assign an available template as the Default Response Template to use Lightning templates with Web-to-Case.

Enable Case Auto-Response Rules

From Setup, in the Quick Find box, enter Case Auto-Response Rules. Assign one of the available Lightning email templates to your rule, then click Save to enable Lightning email templates with Case Auto-Response Rules.

Hide the case comment Make Public checkbox for Community users

For Community users, remove the Make Public option on case comments. Case comments published by Community users are always public and can't be made private.