To keep customers happy, learn how to manage and work with cases. After a case is
opened, you update the customer and case details, then you ultimately close and resolve the
customer issue.
Required Editions
- Create Cases
Create and open cases to track customer issues. You can clone a case and search for other cases before opening one. Your organization can even use Web-to-Case or Email-to-Case to create cases from customer logged issues.
- Clone Cases
Clone a case to generate a new case using information from the existing case.
- Update and Respond to Cases
Keeping customers updated on their cases' progress is key to quality customer service. To ensure that each case is answered in a timely manner, you can reassign and share cases with other support reps. The case feed shows the history of interactions and communications, so support reps can quickly get up-to-date on the case and respond to customers.
- Email Customers
Respond to your customers using email directly from the case record page. To stay efficient, you can insert and create email templates, use quick text, and merge fields.
- Solve and Close Cases
Closing a case means that a customer’s issue has been resolved.
- Things to Know About Cases
Review these guidelines and other supplemental information when you use cases.
- Assess Interaction Quality for Case
Set up and use evaluation forms to assess rep and customer interactions in cases.
