Customizing Case Fields and Page Layouts

Customizing Case Fields

Before making changes to standard case fields, consider:

• Do you need additional picklist values? Review the default values for standard picklist fields, especially the "Status" field, to ensure they align with your organization's workflows. Identify any additional picklist values needed for these standard fields.
• Do you need additional case fields? Determine what extra case information you need to track, if any. Create a list of all required custom fields, including their data types.

Create and edit case fields and field values in Object Manager. Click the Case object and go to the Fields & Relationships section.

Tracking Field History

You can track changes on up to 20 standard and custom fields in the Case History related list. The Case History related list shows the changes made to tracked fields, including the date, time, nature of the change, and who made the change.

History data doesn’t count against your org’s storage limit. Multi-select picklist fields and long text area fields are tracked as edited, but their old and new values aren’t recorded.

Edit field history tracking in Object Manager. Click the Case object, go to the Fields & Relationships section, and click Set History Tracking.

Customizing Case Contact Roles

To associate multiple contacts with a case, add or edit picklist values for the Contact Role field. Manage these picklist values in Setup on the Contact Roles on Cases page. Then, add the Contact Roles related list to your case page layout.

Customizing Case Page Layouts

For cases, you can customize the case detail page and the close case page. Users see the case detail page when they view a specific case, and the case close page when they click Close Case from the case detail page. You can also create Lightning record pages for cases and assign them to specific roles.

When designing your case page layouts to meet your business’s needs, we recommend:

• Make a list of the fields that should be visible.
• Make a list of the fields that should be editable.
• Make a list of the fields that should be required.
• Make a list of the related lists that you want on each page layout.
• Make a list of the custom links that you want on the case page layout.

Manage case page layouts in the Object Manager in Setup. Click the Case object, then click Case Page Layouts, Case Close Page Layouts, or Lightning Record Pages.