Question-to-Case

Note Beginning in Summer ’26, Chatter is turned off by default in all new orgs. For any features in these orgs that require access to Chatter functionality or the Chatter APIs, turn on Chatter by going to Setup | Chatter Settings and selecting Enable. For details, see Chatter Is Turned Off by Default in New Orgs Beginning in Summer ’26.

When a customer uses the Question action in Chatter to ask a question, similar questions and Knowledge articles appear below the Chatter publisher. If the similar questions and articles don’t address the issue, the customer posts the question.

If a question isn’t resolved, you can escalate the question to a case. Users with the Moderate Chatter or Moderate Experiences Feeds user permission can create cases from questions directly in the feed, or you can set up flows in Flow Builder to automatically create cases from questions that meet specified criteria. Cases from questions are added to a queue so support agents can claim them.

When a customer’s question is turned into a case, the customer receives an email with the case number and a link to the case. The customer can view the case via a link on the question that’s visible only to them, while moderators see a note on the question indicating that a case was created.

Note The person who asked the question must have access to cases so they can view their case.

Moderator Flag

Customer Flag

Note On escalated questions in Salesforce (as opposed to Experience Cloud sites), the notification is visible to all users, not just moderators.

When agents find a solution, they can respond to questions directly from the console, and the customer sees the agent’s response on the question or in the My Cases view. Agents choose whether the reply is visible to the Experience Cloud site, or only to the customer who asked the question.

• Enable Question-to-Case
  Enable Question-to-Case in your Experience Cloud sites, Salesforce org, or both.