Salesforce Case and Case Management

What is a case in Salesforce?

A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.

A Case in Salesforce is a client’s inquiry, feedback or issue. Review specialists can survey cases to perceive how they can convey better administration. Sales reps can utilize cases to perceive how they influence the business procedure. Reacting to cases keeps your clients happy and enhances your breands image.
Correspondence channels assemble cases from clients’ favored types of contact. Channels incorporate Communities for online discussions, Email-to-Case for messages, Web-to-Case for sites, Salesforce Call Center for telephone calls, and that’s only the tip of the iceberg.
On the Salesforce Case landing page, you can make, find, and alter cases and furthermore sort and channel cases and lines utilizing standard and custom rundown sees.

Salesforce Case Management

A Case in Salesforce is a clarification of appraisal, an inquiry or a complexity of a customer. To record and resolve client issues, you can utilize cases. You can rapidly and effectively make, alter, find and view cases utilizing the case tab. Your clients can likewise make cases on your Customer Portal, Self-Service entryway, or Chatter Answers.

Key Benefits of Salesforce Case Management

Below, discussed are some benefits of Salesforce Case Management:

  • Centralize: We can follow customer support cooperations from here.
  • Integrate: Deal with cases all more rapidly by incorporating case data with existing learning bases or Salesforce Knowledge, an information base intended to help comprehend cases.
  • Streamline: Your business procedures can be upgraded by setting up programmed case heightening and workflow tasks.

Ways to Create Salesforce Case

  • Your administrator can design Web-to-Case and Email-to-case or On-Demand Email-to-case to consequently catch the case of your site and messages clients.
  • Your clients can log their own particular cases from a network, Customer Portal, Self-Service entry, or Chatter Answers.
  • You can make cases physically from the Cases tab, the Cases related rundown, or, contingent upon how your manager has set up your association, in the feed on record detail pages.
  • You can bring up an unanswered or unverifiable inquiry into another case on the off chance that you have an answers network.

Closing Case in Salesforce

Case in Salesforce can be shut from a few areas relying upon the settings for the association. An overseer or client with the “Manage Cases” consent can close various cases at one time utilizing the Close catch on the cases list page. For cases that are comparable and have a similar arrangement can be shut together at one time.

  • Click Close Case working on the case detail page, Cls on the Cases related rundown, or Save and Close while altering the case. In the event that empowered by your overseer, you can choose ‘Shut’ from the Status field on case alter pages and snap Save without following alternate advances.
  • Select the Status, Case Reason, and some other fields as required. Uncheck ‘Submit to open arrangements’ whether you would prefer not to submit for the survey by your answer supervisors. Leaving this field checked naturally connects the case to the arrangement.
  • On the off chance that there is a contact related with this case, select the Notify contact on case close checkbox to send an email in light of the Case Close Template to the contact when the case is shut.
  • Snap Save or Save and Create Article. The article choice accessible if your association utilizes Salesforce Knowledge and article accommodation empowers amid Salesforce Case Close.

Deleting Salesforce Case

  • To delete a Case in Salesforce, click Del alongside the case on the cases list page, or click Delete looking into the issue detail page.
  • Clients who don’t have the “Delete” authorization on cases, Del connection and Delete catch don’t show for them.
  • At the point when we delete a case, every single related occasion and errands, case remarks, and connections additionally erase.
  • Related contacts, records, and arrangements don’t delete with the Salesforce Case.
  • The deleted case move to the recycle bin. In the event that you undelete the case, all the related things additionally get reestablish.

So, this was all in Salesforce Case. Hope you like our explanation of Chatter in Salesforce

Conclusion — Case & Chatter in Salesforce

Hence, in this Salesforce tutorial, we discussed two terms that are, Chatter in Salesforce and Case in Salesforce. Moreover, we saw Salesforce Case Management and its benefits. Also, we covered creating a Salesforce Case. Along with this, we discussed the features of Salesforce Chatter. At last, we discussed the closing case and deleting case in Salesforce. Furthermore, if you have any query regarding Chatter and Case in Salesforce, you can freely ask in the comment tab.




Tech enthusiastic, life explorer, single, motivator, blogger, writer, software engineer

Love podcasts or audiobooks? Learn on the go with our new app.

Recommended from Medium

Three Reasons You Must Use Facebook Advertising to Grow Your Small Business

Mobile Push Notifications 101

15. How to SELL services to small businesses — 30 Days Of Medium

How Catering Translates to Sales

Reverse Engineering Marketing Secrets of Top Poznan Software House — STX Next

Take a peak at STX Next's marketing secrets

This week’s Midwest Digital Marketing Conference — An Introduction to Weber Shandwick’s Experts

Best Shopify Apps To Increase Sales

Best Ways to Use Video Marketing

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store


Tech enthusiastic, life explorer, single, motivator, blogger, writer, software engineer

More from Medium

What is FinancialForce Services CPQ? Everything You Need To Know!

Salesforce CPQ Implementation Guide


Introducing Salesforce Product Roadmaps

A screenshot of the new Salesforce Product Roadmaps component