Cases are the foundation of customer support in Salesforce. You can set up a case management system that lets you collect cases and assign them to your team with no manual oversight.
Collect Cases
You can let cases come to you automatically from your email, social media pages, help center, or web form on your company’s website. If you’re well-versed in all things Salesforce, you can use a flow to provide a more customizable way for customers to log cases.
| What You Can Do | Where To Learn More |
|---|---|
| Get cases from emails to your support email address. | Turn Emails and Social Media Posts into Cases |
| Get cases from a web form that you place in your website. | Provide Web Forms |
| Get cases from your help center. | Create a Self-Service Website |
| Get cases from posts and messages to your business Facebook, Twitter, Instagram, and YouTube pages. | Turn Emails and Social Media Posts into Cases |
| Get cases from customer interactions. |
Phone (Add-On) Chat & Messaging (Add-On) |
| Get cases from a custom flow (advanced). |
Embedded Service for Web in Setup |
Assign Cases to Your Team
Use queues and automated rules to get cases assigned to your team without monitoring your case list.
| What You Can Do | Where To Learn More |
|---|---|
| Assign cases to a queue, where certain members of your team can choose cases from a list. Queues can help your team prioritize work, too. | Set Up Queues |
| Auto-assign cases to queues or people on your team with conditional rules. You can also use rules to send email notifications when new cases are created or assigned. | Set Up Assignment Rules |
| Escalate cases based on criteria like priority, associated account, age, and more. You can set multiple criteria and use filter logic to get as specific as you’d like. | Set Up Escalation Rules |
| Assign cases to your team automatically based on your team’s availability and the priority of the work. | Route Work with Omni-Channel |
Automate Your Case Management Process (Advanced)
Bake even more automation into your case management process with auto-response rules and Process Builder.
| What You Can Do | Where To Learn More |
|---|---|
| Send an auto-response to customers when a case is logged for them. You can let them know that they’ll hear from your team soon, send them troubleshooting tips, or other relevant information. | Set Up Auto-Response Rules |
| Create a process to automate your regular work duties. | Process Builder |
