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            Update and Respond to Cases

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            Update and Respond to Cases

            Keeping customers updated on their cases' progress is key to quality customer service. To ensure that each case is answered in a timely manner, you can reassign and share cases with other support reps. The case feed shows the history of interactions and communications, so support reps can quickly get up-to-date on the case and respond to customers.

            Required Editions

            View supported editions.
            • View Case Lists
              The cases list view page displays a list of cases in your current view.
            • Update Multiple Cases
              From any case list page, administrators can “mass update” multiple cases at once. From any queue list view, users can take ownership of one or more cases if they are a member of that queue, if they are higher in the role or territory hierarchy than a queue member, or if the organization’s default sharing for cases is Public Read/Write/Transfer.
            • Assign Cases
              You can assign cases to users or queues in various ways.
            • Share Cases
              Your administrator defines the default sharing model for your entire organization. You can change this model to extend sharing to more users than the default set by your administrator. However, you cannot change the sharing model to make it more restrictive than the default.
            • Improve Case Tracking and Reporting by Enabling Business Hours Age in Case Report
              Manage escalations and set realistic milestones by enabling Business Hours Age in Case reports. Business Hours Age helps in the accurate tracking of the age of a case. It helps calculate the age of a case based on your business hours and not based on the number of calendar days.
            • View the Case Milestones
              The Case Milestones related list on a case detail page displays a list of milestones that automatically apply to the case due to an entitlement process.
            • Create and Edit Case Comments
              Case comments let you and your support reps add, edit, and delete public and private case notes when you're viewing or editing the case. All comments appear in the Case Comments related list.
            • Use Case Feed in Salesforce Classic
              Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case.
             
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