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Salesforce Automated Case User: What It Is and How to Configure It

Publiceringsdatum: Jun 29, 2026
Beskrivning

What Is the Automated Case User in Salesforce?

The Salesforce Automated Case User is a designated user whose name appears in the Case History for all automated case actions. The Automated Case User is attributed to the following events:

  • When a case is automatically assigned using Assignment Rules.
  • When a case is escalated by Escalation Rules.
  • 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) explaining why the case was not created.

The Automated Case User is also used as the From address for case escalation email notifications.
Important: If the Automated Case User is deactivated, escalation email notifications will bounce and automated case actions may not complete correctly. Ensure the Automated Case User is always an active user.

Lösning

Requirements for the Automated Case User

The Automated Case User must have either:

  • The System Administrator profile, OR
  • All three of the following permissions: Modify All Data, Send Email, and Access Activities.

How to Change the Automated Case User in Lightning Experience

  1. Click the Gear icon and select Setup.
  2. In the Quick Find box, enter Support Settings.
  3. Click Support Settings.
  4. Click Edit.
  5. In the Automated Case User field, type the full name of the new user or use the lookup icon to search.
  6. Click Save.

All automated case actions will now show this new Automated Case User in the Case History.

How to Change the Automated Case User in Salesforce Classic

  1. Click Setup.
  2. In the Quick Find box, enter Support Settings.
  3. Click Support Settings.
  4. Click Edit.
  5. Choose the new Automated Case User by typing their full name or using the lookup icon.
  6. Click Save.
Ytterligare resurser

Customizing Support Settings

Knowledge-artikelnummer

000385420

 
Laddar
Salesforce Help | Article