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Manage and Work with Cases

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Manage and Work with Cases

To keep customers happy, learn how to manage and work with cases. After a case is opened, you update the customer and case details, then you ultimately close and resolve the customer issue.

Required Editions

View supported editions.
  • Create Cases
    Create and open cases to track customer issues. You can clone a case and search for other cases before opening one. Your organization can even use Web-to-Case or Email-to-Case to create cases from customer logged issues.
  • Clone Cases
    Clone a case to generate a new case using information from the existing case.
  • Update and Respond to Cases
    Keeping customers updated on their cases' progress is key to quality customer service. To ensure that each case is answered in a timely manner, you can reassign and share cases with other support reps. The case feed shows the history of interactions and communications, so support reps can quickly get up-to-date on the case and respond to customers.
  • Email Customers
    Respond to your customers using email directly from the case record page. To stay efficient, you can insert and create email templates, use quick text, and merge fields.
  • Solve and Close Cases
    Closing a case means that a customer’s issue has been resolved.
  • Things to Know About Cases
    Review these guidelines and other supplemental information when you use cases.
 
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