Set Up and Manage Cases in Service Cloud

Every time a customer contacts you for support, it's a chance to build a stronger relationship with them. Case management lets you make the most of each interaction and become a true champion of customer success. Automatically routing cases to the most qualified service rep or AI agent means faster, better resolutions for customers. And because every business is unique, you can customize Salesforce to match your processes.

To work with cases in Salesforce, you'll start by setting up the basics:

• Setting up case teams: Set up case teams so that teams of users can work on cases together.
• Customizing fields and page layouts: Create custom case fields to track information specific to your case management process, and design your case page layouts to add or remove fields, buttons, components, and related lists.
• Creating email templates: Edit standard templates or build your own distinctive email templates to send to customers who submit inquiries.
• Setting up assignment rules: Automatically route cases to the appropriate person or team.
• Setting up auto-response rules: Prepare automated responses to your incoming cases based on any attribute of the case.
• Setting up case escalation rules: Customize Salesforce to automate case escalation.
• Capturing cases from service channels: Set up Messaging, Email-to-Case, Web-to-Case, and Service Cloud Voice to reach customers on their preferred platform.

Let's jump in!

• 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.
• Case Teams
  Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles.
• Set Up Case Management Basics
  Support reps are the front line of customer service. To ensure excellence in customer support, set up an experience for cases that makes support reps successful and efficient.
• Manage and Work with Cases
  To keep customers happy, learn how to manage and work with cases. After a case is opened, you update the customer and case details, then you ultimately close and resolve the customer issue.