Show users how to create cases from the Cases tab or
the Cases related list on a contact. Clicking New from the Cases related list on a contact
automatically references that contact on the new case.
Viewing Cases in List Views
Users can view their open cases using list
views on the Cases tab. Use the standard list views if you don’t need a customized list
view. For example, My Open Cases displays a quick list of all the open cases assigned to
you.
Viewing Case Queues
Salesforce creates a list view for each case queue
you create, using the queue name for the list view. Show members of the queue how to view
the contents of the queue by clicking the Cases tab and choosing the appropriate list view.
The case queue is the owner of the queue until a member takes ownership of it.
Setting Case Status
If you created custom values for the case
Status field, educate users on each status and the life-cycle of a
case using these values.
Closing Cases
Show users how to close cases and include best practices
for internal comments and solution information if you have included that in your page
layout.
Changing Case Ownership
Show users how to assume ownership of a case
in a queue. Typically, this is done by selecting a queue list view from the Cases tab,
selecting one or more cases, and clicking Accept. To change the owner of a case, users can
update the Case Owner field and select a user or queue to own
it.
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