---
schema_version: "1"
id: f4d2189e059ff89805a4d5e45ccde941b2f917db1624d171f8c8f58eab45e282
title: Manage Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/es_manage_employee_cases.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.es_manage_employee_cases.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 12ffbd50009a02f38b050c41c796cb86d8cf8f85107b7aeec29754e715770629
description: As a service representative, you can view and manage employee cases.
products:
  - Service Cloud
release: "264"
---
# Manage Cases

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

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d133616e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d133616e55 ">To manage cases:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d133616e55 ">HrServiceWorkspaceHrPsnl</td>

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

## 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](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_sidebar.htm&type=5&language=en_US).

## 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.