You are here:
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.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view cases: | Read on cases |
| To create cases: | Create on cases |
You can create or update cases only for contacts that are eligible to receive customer support. For how to find out if a contact is eligible, or if a service contract includes an entitlement, see Verify Entitlements.
- Your admin can set up Web-to-Case and either Email-to-Case or On-Demand Email-to-Case to automatically capture cases from your website and customer emails.
- Your customers can log their own cases from an Experience Cloud site, Customer Portal,
Self-Service portal, or Chatter Answers.
Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. - You can create cases manually from the Cases tab, the Cases related list, or, depending on your org’s settings, in the feed on record detail pages.
- If you have an answers site, you can escalate an unanswered or problematic question into a new case.
- Use Search to find the individual’s account and then locate the contact in the Contacts related list. If the contact doesn’t exist, create a contact for that account.
-
Click New in the Cases related list of the contact.
If your org uses record types, you might be prompted to choose a Record Type when creating a case. Different record types can have different fields and different picklist values.
-
Enter information for the case.
When you enter or select a contact for the Contact Name field, the Account Name field defaults to the account associated with the contact when you save the case. To choose a different account for the Account Name field, Lightning users can click the X on the default account and enter the desired one in the search box.
-
To associate the case with an asset in Salesforce Classic:
- Click the Asset lookup icon. Initially, the asset lookup lists all assets for the selected contact. Enter search criteria and click Go! to refine this list.
- Select an asset from the assets listed to associate it with the case.
- If you do not find a matching asset, click New to create a asset from the lookup dialog and associate it with the new case. The New button displays if your org has enabled Quick Create and you have the “Create” permission on assets.
- To associate the new asset with a product, enter your product search criteria and click Go! or select a product from the list of matches. Click Skip if you do not want to associate the asset with a product.
- Enter the asset details and click Save.
- Click Save, or click Save & New to save the case and create another. Alternatively, click Save & Close to save and close the case immediately. This action sets the Closed When Created field on the case, which indicates that the case was closed during creation.
-
If your org settings allow it, you can associate the case with another case by typing the
case number of the parent in the Parent Case field. Alternatively, you
can click the lookup icon to search for a case's case number.
When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve. When viewing a case, Lightning users can create and associate a child case at any time by clicking New Child Case in the Feed tab
. -
You can also set who sees the case and, depending on how your org is configured, you can:
- Prevent a case from appearing in the Self-Service portal by deselecting Visible in Self-Service Portal.
- Automatically send an email to the contact indicating that the case was created, select Send notification email to contact.
- Automatically assign the case using your org's active assignment rule by clicking
Assign using active assignment rules.
If Assign using active assignment rules is selected and no assignment rule criterion is met, the case is assigned to the Default Case Owner. If this setting isn’t active, you are assigned as the owner. If Assign using active assignment rules is selected by default and you deselect it, you override your org’s default assignment rules and you’re assigned as the owner.
If your org uses divisions, the division of a new case is automatically set to the division of the related contact.
