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Details on Salesforce Automated Case User

Дата публикации: Feb 4, 2026
Описание

Learn about the Salesforce Automated Case User.

Решение

The Salesforce Automated Case User is the user who is listed in the Case History for all automated case actions in Salesforce - 

  • When a case is automatically assigned using assignment rules
  • When a case is escalated
  • When a case is created online via web to case
  • When Email-to-Case fails to create a case, the Automated Case User is emailed with the error message(s), of why a case was not created.

This user is also specified in the From address for case escalation email notifications.


To change the Automated Case User:

1.  In Lightning, click the Gear icon > Setup.
2. In the Quick Find box, enter Support Settings.
(For Classic, Click Setup and on the Quick Find box, enter 'Support Settings'.)
3. Select Edit to change any of the listed support settings.
4. Choose the new Automated Case User by typing their full name in the field or by using the lookup icon.
5. Click Save.
 

All automated case actions will now have this new Automated Case User listed on the Case History.

Remember: Automated Case users must have the System Administrator profile or the 'Modify All Data', 'Send Email', and 'Access Activities' permissions.

For further information, refer the article on Customizing Support Settings. 

Номер статьи базы знаний

000385420

 
Загрузка
Salesforce Help | Article