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Create parent-child relationships for Cases

Publiseringsdato: Jun 30, 2026
Beskrivelse

Salesforce allows you to create parent-child relationships between Case records using the standard Parent Case field. This is useful for grouping related cases together, such as linking multiple customer-reported issues to a single root cause or parent escalation case. Once configured, child cases appear in the Related Cases related list on the parent Case record.

This article covers the setup steps required to enable parent-child Case relationships in both Salesforce Classic and Lightning Experience.

Løsning

To enable parent-child Case relationships, you need to:

  1. Add the Parent Case field to the Case Page Layout.
  2. Set Field Level Security so the Parent Case field is visible to the appropriate user profiles.
  3. Add the Related Cases related list to the Case Page Layout.

The steps below describe how to complete this configuration in both Salesforce Classic and Lightning Experience.

Set Up Parent-Child Case Relationships in Salesforce Classic

Add the Parent Case field to the Page Layout

  1. Go to Setup | Customize | Cases | Page Layouts.
  2. Click Edit next to the page layout for which you want to enable Parent Case.
  3. From Case (Support) Layout, select Fields and drag Parent Case to the desired location on the page layout.
  4. Click Save.

Set Field Level Security for the Parent Case field

  1. Go to Setup | Customize | Cases | Fields.
  2. Select the Parent Case field and click Set Field-Level Security.
  3. For each profile that should have access, select the Visible checkbox.
  4. Click Save.

Add the Related Cases related list to the Page Layout

  1. Go to Setup | Customize | Cases | Page Layouts.
  2. Click Edit next to the page layout where you want to display the Related Cases related list.
  3. From Case (Support) Layout, select Related Lists.
  4. Drag and drop Related Cases into the Related Lists section of the page layout.
  5. Click Save.

Set Up Parent-Child Case Relationships in Lightning Experience

Add the Parent Case field to the Page Layout

  1. Click the Gear icon and select Setup.
  2. Navigate to Object Manager | Case | Page Layouts.
  3. Click Edit next to the page layout where you want to enable Parent Case.
  4. From Case (Support) Layout, select Fields and drag Parent Case to the desired location on the page layout.
  5. Click Save.

Set Field Level Security for the Parent Case field

  1. Go to Setup | Object Manager | Case | Fields & Relationships.
  2. Select the Parent Case field and click View Field Accessibility.
  3. For each profile that should have access, select the Visible checkbox.
  4. Click Save.

Add the Related Cases related list to the Page Layout

  1. Go to Setup | Object Manager | Case | Page Layouts.
  2. Click Edit next to the page layout where you want to display the Related Cases related list.
  3. From Case (Support) Layout, select Related Lists.
  4. Drag and drop Related Cases into the Related Lists section of the page layout.
  5. Click Save.

 

 
 
 

 

Flere ressurser

Case Hierarchies — Salesforce Help

Knowledge-artikkelnummer

000385532

 
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Salesforce Help | Article