Salesforce Docs Portal

Manage Cases

As a service representative, you can view and manage employee cases.

Required Editions

View supported editions.
User Permissions Needed
To manage cases: HrServiceWorkspaceHrPsnl

View Cases

  1. Navigate to the Cases page from the navigation menu.
  2. To open the case record page and review the case details, click a case number.
    Use the Knowledge component to find relevant knowledge articles for your case. See Guidelines for Using the Lightning Knowledge Component.

Resolve a Case

  1. Navigate to the Employees page from the navigation menu.
  2. To open an employee's person account record page and review the details, click the employee's name.
  3. Use the Action Launcher component on this page to launch actions and resolve the cases submitted by the employee.

Update the Case Status

  1. Navigate to the Cases page from the navigation menu.
  2. To open the case record page and review the case details, click a case number.
  3. Click the Details tab.
  4. Edit the Status field.
    You can edit other case details also, if needed.

Create a Case

  1. Navigate to the Cases page from the navigation menu.
  2. Click New.
  3. Fill the case form.
  4. Save your changes.