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            What’s a Case?

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            What’s a Case?

            A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.

            Required Editions

            View supported editions.

            Communication channels gather cases from customers’ preferred forms of contact. Channels include Experience Cloud sites for online forums, Email-to-Case for emails, Web-to-Case for web forms, Salesforce Voice for phone calls, Messaging for WhatsApp, SMS, or Facebook Messenger, and more.

            On the Cases tab, you can create, locate, and edit cases and also sort and filter cases and queues using standard and custom list views.

            Your support team follow five basic steps to resolve a case in Salesforce:

            • Identify: Identify the customer that has the case, and determine what level of support they should receive.
            • Record: Capture the case details in Salesforce, such as the nature of the customer’s question and which product or version it concerns. Use the Service Console and its dashboard-like interface to respond to multiple cases faster.
            • Resolve: Find an answer to the customer's problem. If needed, attach a solution or article to the case or create a new article.
            • Communicate: Respond to the customer over their preferred channel.
            • Close: Ensure that the case contains all the details and close the case.
             
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