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Guidelines for Working with Cases
A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view cases: | Read on cases |
| To update cases: | Edit on cases |
Updating Cases
- When you change a contact, the account doesn’t update to the contact’s account, but you can edit the account yourself.
- Contacts who are portal users can only view cases associated with the account on their contact record.
- When you change an account, manual shares on a case are deleted for users who don’t have read access on the new account.
- When support reps check Escalated in case details, an arrow icon appears before the subject. The icon shows in the highlights panel, list view, and compact preview modal, so that support reps know the escalation status at a glance.
- If set up, select Send notification email to contact to let the contact know that you’ve updated the case. An email is sent only if you have access to the contact.
- If set up, select Assign using active assignment rules to reassign a case using an assignment rule. If the case doesn’t match rule criteria, it’s reassigned to your organization’s default case owner.
- If set up, click Sharing to share a case with other users, groups, or roles.
- If set up, close a case by selecting Closed under Status. Otherwise, click Close Case and change any fields as needed. If knowledge article submissions are set up, click Save and Create Article to store information that would help others close similar cases. When the draft article you submit is published, it’s attached to the case and available in the knowledge base for easy reference.
- If set up, a Web-to-Case Information section lists information entered by the customer who created the case from a website form.
- The Manage Cases app permission is required to edit, delete, transfer, and create cases, and contains the Edit Case, Delete Case, Transfer Cases, and Create Case permissions. If any of the individual permissions are removed from a profile or permission set, the Manage Cases app permission is disabled.
Using Case Related Lists
- To reply and work with cases created from Email-to-Case, use the Emails related list.
- To view the required steps in a support process or to add the date of a completed milestone, use the Case Milestones related list.
- To add files to a case, drag them onto the Files or Attachments related list. You can only drag files in Lightning Experience.
- To find articles from your organization’s knowledge base to help solve a case, use the Articles related list. To initiate a search, type keywords. Attach relevant articles to the case to track solutions and help others solve similar cases. Attached articles appear on the related list. If you create a draft article while closing a case, the article appears on the related list after the draft article is published.
- To find solutions (version 1.0 of articles) to help solve a case, use the Solutions related list. If solution categories are set up, choose them to refine your search, along with keywords. If suggested solutions are set up, click View Suggested Solutions to see relevant solutions. The solutions are suggested based on relevancy and case similarity.
Reporting on Cases
- On the Reports tab, the Support Reports folder includes such case reports as case history, cases created, created by agent (service rep), and which agents own open cases.
- You can also create your own customized case reports on the Reports tab. For example, create a report to view a list of open cases sorted by priority.
Replying to Cases from Chatter Answers (Not Available in Lightning Experience)
- To reply to a case converted from a question on a web site, type your response in the Chatter-like feed, and click Answer Customer. Your response is tracked on the Case Comments related list.
- Case comments marked Public display as private messages from customer support in Chatter Answers. They don’t display to the entire site. For example, if a support rep adds a public case comment, it displays only to the case’s contact private messages in Chatter Answers. Support reps can read all private and public case comments.
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