---
schema_version: "1"
id: 99a5560270f02e07e4d81642138f358a65b22d70f27ebcd6e3c1ef611b647dd7
title: Manage and Work with Cases
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/support_agents_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.support_agents_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3b44804a70d5d265fdcc1711ffe6193e7b719a2ceab077c7585504dfa51db2a9
description: 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.
products:
  - Service Cloud
release: "264"
---
# Manage and Work with Cases

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

<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>

- **[Create Cases](https://help.salesforce.com/s/articleView?id=service.cases_create.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cases_clone.htm&release=264.0.0&type=5)**  
    Clone a case to generate a new case using information from the existing case.
- **[Update and Respond to Cases](https://help.salesforce.com/s/articleView?id=service.cases_intro_respond.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cases_email_parent.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.cases_intro_close.htm&release=264.0.0&type=5)**  
    Closing a case means that a customer’s issue has been resolved.
- **[Things to Know About Cases](https://help.salesforce.com/s/articleView?id=service.cases_intro_considerations.htm&release=264.0.0&type=5)**  
    Review these guidelines and other supplemental information when you use cases.
- **[Assess Interaction Quality for Case](https://help.salesforce.com/s/articleView?id=service.cases_quality_management.htm&release=264.0.0&type=5)**  
    Set up and use evaluation forms to assess rep and customer interactions in cases.