Question-to-Case lets moderators create cases from questions in Chatter to ensure that your customers’ questions are quickly resolved. Enable Question-to-Case in your communities, Salesforce organization, or both.
|Available in: Salesforce Classic|
|Available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions|
|To enable Question-to-Case:||“Customize Application”|
From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
To enable Question-to-Case in all communities where Chatter Questions is enabled, select Enable Question-to-Case in Communities.
To enable Question-to-Case in your Salesforce organization, select Enable Question-to-Case in Salesforce.
Make sure your case page layout is feed-based. The feed-based case page layout lets agents and moderators use the Community action to respond to escalated questions. If your organization was created before Spring ’14, your case page layout may not be feed-based.