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            Set Up Case Management Basics

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            Set Up Case Management Basics

            Support reps are the front line of customer service. To ensure excellence in customer support, set up an experience for cases that makes support reps successful and efficient.

            Required Editions

            View supported editions.
            Tip
            Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.
            • Set Up Cases for Lightning Experience
              Design an intuitive case management process for service reps and customers. Customize your cases UI with quick actions, case hovers, case merge, and case sharing settings. Auto-create cases from web form submissions and emails, and then build customer trust with personalized email templates and customer feedback surveys.
            • Set Up Cases for Salesforce Classic
              Follow these high-level steps to set up Case Feed in Salesforce Classic.
            • Training Service Reps to Work with Cases
              To help your support team manage cases efficiently, make sure they know how to complete these key tasks.
             
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