---
schema_version: "1"
id: db4f5422227a8b5ec44040219b9157bcc5d9adc8de6b7a98fec84a3531290d8e
title: Set Up Basic Case Management in Salesforce Essentials
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/essentials_case_management.md
canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.essentials_case_management.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4ed2f24d0553faa0d3255ae489e516450593e50cdf7b878a8cfc45d54e4deb6e
description: 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.
products:
  - Cross Cloud
release: "264"
---
# Set Up Basic Case Management in Salesforce Essentials

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
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            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6037e47">What You Can Do</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6037e50">Where To Learn More</th>
          </tr>
        </thead>
        <tbody>
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            <td data-label="What You Can Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e47 ">Get cases from emails to your support email address. </td>

            <td data-label="Where To Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e50 ">
              <a href="https://help.salesforce.com/s/articleView?id=xcloud.essentials_email_social_cases.htm&amp;release=264.0.0&amp;type=5" title="Use Email-to-Case to turn incoming emails to your support email address into cases in Salesforce. Social Customer Service automatically creates cases for social media mentions, posts, or direct messages from your company’s Facebook, Twitter, YouTube, and Instagram pages. Set up Email-to-Case, Twitter, and Facebook with guided setup flows.">Turn Emails and Social Media Posts into Cases</a>
            </td>

          </tr>
          <tr class="">
            <td data-label="What You Can Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e47 ">Get cases from a web form that you place in your website. </td>

            <td data-label="Where To Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e50 ">
              <a href="https://help.salesforce.com/articleView?id=customize_casecapture.htm&amp;language=en_US" target="_blank">Provide Web Forms</a>
            </td>

          </tr>
          <tr class="">
            <td data-label="What You Can Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e47 ">Get cases from your help center. </td>

            <td data-label="Where To Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e50 ">
              <a href="https://help.salesforce.com/s/articleView?id=xcloud.essentials_help_center.htm&amp;release=264.0.0&amp;type=5" title="Help Center lets you share Knowledge articles that answer common questions, so your customers can help themselves. You can also provide Chat or a contact button so that customers can reach out to your team for the issues that require human intervention.">Create a Self-Service Website</a>
            </td>

          </tr>
          <tr class="">
            <td data-label="What You Can Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e47 ">Get cases from posts and messages to your business Facebook, Twitter, Instagram, and
              YouTube pages. </td>

            <td data-label="Where To Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e50 ">
              <a href="https://help.salesforce.com/s/articleView?id=xcloud.essentials_email_social_cases.htm&amp;release=264.0.0&amp;type=5" title="Use Email-to-Case to turn incoming emails to your support email address into cases in Salesforce. Social Customer Service automatically creates cases for social media mentions, posts, or direct messages from your company’s Facebook, Twitter, YouTube, and Instagram pages. Set up Email-to-Case, Twitter, and Facebook with guided setup flows.">Turn Emails and Social Media Posts into Cases</a>
            </td>

          </tr>
          <tr class="">
            <td data-label="What You Can Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e47 ">Get cases from customer interactions. </td>

            <td data-label="Where To Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e50 ">
              <p><a href="https://help.salesforce.com/s/articleView?id=xcloud.essentials_phone.htm&amp;release=264.0.0&amp;type=5" title="A phone lets your team take and make calls alongside their other work in Salesforce. You can create a phone with Salesforce using Sales Dialer or Dialer for Essentials, or you can integrate a third-party phone product.">Phone</a> (Add-On) </p>
              <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=xcloud.essentials_chat_messaging.htm&amp;release=264.0.0&amp;type=5" title="Offer your customers instant conversation with web chat and Facebook Messenger for Essentials. Chats and messages are delivered to team members alongside their other work in Salesforce, so they can handle cases, chats, messages, and everything else side by side.">Chat &amp;
                  Messaging</a> (Add-On) </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="What You Can Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e47 ">Get cases from a custom flow (advanced). </td>

            <td data-label="Where To Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d6037e50 ">
              <p>
                <a href="https://help.salesforce.com/articleView?id=flow_builder.htm&amp;language=en_US" target="_blank">Flow Builder</a>
              </p>
              <p style="margin-bottom:0;">Embedded Service for Web in Setup </p>
            </td>

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

## 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](https://help.salesforce.com/articleView?id=setting_up_queues.htm&language=en_US) |
| 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](https://help.salesforce.com/articleView?id=creating_assignment_rules.htm&language=en_US) |
| 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](https://help.salesforce.com/articleView?id=rules_escalation_create.htm&language=en_US) |
| Assign cases to your team automatically based on your team’s availability and the priority of the work. | [Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=xcloud.essentials_omni-channel.htm&release=264.0.0&type=5 "Use Omni-Channel to route work items (like cases, leads, chats, and messages) to the best-fit person on your team based on your team’s availability and the priority of the work. The most important work items are pushed to your team first.") |

## 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](https://help.salesforce.com/articleView?id=creating_auto-response_rules.htm&language=en_US) |
| Create a process to automate your regular work duties. | [Process Builder](https://help.salesforce.com/articleView?id=process_overview.htm&language=en_US) |

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-essentials-264-0-0-production-enus/e0001bec-929a-481e-9d65-d13539e5cfe8/images/icon_note.png)

Note You can have up to five processes with your Essentials subscription. Use them wisely!