Step-by-Step Guide to Case Management in Salesforce

Salesforce Case Management is a powerful feature that enables businesses to track, manage, and resolve customer service issues efficiently. Organizations can enhance their customer support by using automation, self-service features, and AI-driven tools, which help speed up issue resolution and boost customer satisfaction. In this guide, we will explore what a case is in Salesforce, how to create and manage cases, and how to optimize case handling using best practices.

What is a Case in Salesforce?

A Case in Salesforce represents a customer issue, inquiry, or request that needs to be resolved by a support team. Cases can be created manually, through emails, web forms, or automated processes. These tools assist service teams in managing and monitoring customer interactions, ensuring issues are resolved promptly.

How to Create a Case in Salesforce

You can create Cases manually, via email, or using automation.Follow these steps to create a Case manually:

Step 1: Go to the Cases tab.

1. Log in to Salesforce.
2. Click on the App Launcher (grid icon) in the top-left corner.
3. Search for Cases and open the Cases tab.

Step 2: Click “New” to Create a Case

1. Click the New button to create a new Case.

2. Fill in the required details:

• Contact Name – The customer associated with the Case.
• Account Name – The company related to the Case.
• Case Subject – A brief description of the issue.
• Case Description – Detailed information about the problem.
• Priority – Low, Medium, or High, depending on urgency.
• Case Origin – Select whether the case was reported via Email, Phone, Web, or Chat.

3. Click Save to create the Case.

Step 3: Assign and Manage the Case

• You can either assign the case to an agent manually or automate the routing process using Assignment Rules.
• Agents can update the status, add comments, and communicate with customers.
• If necessary, escalate the case to higher support levels.

Case Detail View in Salesforce

The Case Detail View provides a structured interface for agents to manage cases efficiently.

1. Case Header Section

Shows key details at a glance:

• Case Subject: Summary of the issue.
• Priority: (Low, Medium, High).
• Status: (New, In Progress, Escalated, Closed).
• Case Number: Unique case identifier.
• Action Buttons: Follow, Change Owner, Submit for Approval, and Delete.

2. Details Tab (Case Information)

Contains all the case fields:

• Contact Name: Customer associated with the case.
• Account Name: Business linked to the case.
• Case Origin: Source of the case (Email, Web, Phone).
• Case Type: Problem, Question, Feature Request.
• Case Reason: Reason the case was created (Product Defect, Installation Issue).
• Description: Detailed explanation of the issue.

3. Related Tab (Linked Records)

Shows related records associated with that case, such as:

• Case Team: Collaborators on the case.
• Related Cases: Similar or linked cases.
• Open Activities & Activity History: Tasks, emails, and calls logged.
• Case Comments: Internal notes for better case tracking.
• Attachments: Upload and view files.

4. Knowledge Tab (Self-Help Articles)

• Displays relevant Knowledge Articles to help agents find quick solutions.

5. Feed Tab (Collaboration & Updates)

• Agents can post Chatter updates and discuss case progress with colleagues.

Conclusion

Salesforce Case Management is essential for businesses looking to provide efficient, structured, and automated customer support. By leveraging the Case Lifecycle, Detail View, Automation, and AI-driven insights, service teams can resolve cases faster and enhance customer satisfaction. Implementing best practices such as automated case assignment, escalation rules, and knowledge base integration can significantly improve support team productivity.

To stay ahead in customer service, businesses should continuously optimize their case management process, leverage analytics for performance tracking, and ensure seamless communication with customers.

Ready to take your customer service to the next level with Salesforce? Begin by applying these proven best practices today!