Partner Case Management

Use the Partner Case Management topic to handle partner inquiries and actions related to support cases, including providing case information, updating existing cases, and creating new cases.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Partner Ecosystem Management (PEM) add-on and Agentforce for Service add-on.

Topic Details

API Name

PartnerCaseManagement

Included Agent Actions

Create Case With Enhanced Data

Get Cases For Verified Contact

Get Case By Verified Case Number

Add Case Comment

Partner Cloud | Create Case
Creates a detailed support case with a structured summary, relevant conversation history, and a linked chat transcript when triggered from supported messaging channels. This context helps reps resolve issues efficiently and avoid repeated interactions.
Partner Cloud | Get Case For Verified Contact
Returns a list of cases related to a given verified contact ID.
Partner Cloud | Get Case by Verified Case Number
Returns a case associated with a given verified contact ID and case number.
Partner Cloud | Add Case Comment
Adds a comment to a case.