Case is not directly related to solution. There is an intermediary object called 'CaseSolution' which references both Case object and the Solution object. There are three fields in this 'CaseSolution' object.
How to set up cases in your Salesforce Org?
When setting up Cases in your Salesforce org, one of the first things you need to do is decide which service channels you are going to offer to your customers, i.e. the origin of the support requests that will turn into Salesforce Cases.
What is case in Salesforce service cloud?
Identify the most suitable Service Channels The Case object is the main object of Salesforce Service Cloud and a Case typically represents a customer’s issue, question, or feedback and its resolution process.
What are the Salesforce cases standard objects?
Salesforce standard objects come with a number of features that can be leveraged to build scalable processes in your Salesforce org. Among all the standard objects, Cases is probably the object that offers the biggest number of standard features that can be utilised.
How do I create a case solution?
The Case Solution works as a connector object between both a Case and a Solution. When you create the object you will need to enter a CaseID and a SolutionID. They system should create the CaseSolutionID itself. This will create a relationship which is many-to-many. The ID value will not match the case number or the solution numbers.
What type of relationship do Solutions have to cases in Salesforce?
The Case Solution works as a connector object between both a Case and a Solution. When you create the object you will need to enter a CaseID and a SolutionID. They system should create the CaseSolutionID itself. This will create a relationship which is many-to-many.
Can you associate a case with a role in Salesforce?
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.
How do I resolve a case in Salesforce?
To solve a case:View the case.Find an article or find a solution that answers the case's question.Attach the article or solution to the case by clicking Select next to a reviewed solution in the list of solutions.More items...
How do you relate a case in Salesforce?
To add the 'Related Cases' related list on the Page Layouts:Go to Setup | Customize | Cases | Page Layouts.Click Edit next to page layout for which you wish to enable 'Related Cases' list.From Case (Support) Layout select Related list.Drag and Drop Related Cases into the Related List section of the Page Layout.More items...
How do you assign a case to a queue?
The default case owner can be a user or a queue.From Setup, enter support settings in Quick Find Box then select Support Settings.Click Edit.Choose user or queue.Select the user or queue name you want to be the owner of a case if no assignment rules apply.Click Save.
Is account mandatory for case Salesforce?
Not how my instance works at all; for Cases, the Account Name field (which associates the case with an Account object) is most definitely a required field.
What is the purpose of cases in Salesforce?
Cases are a Salesforce tool that agents use to interact with customers to help get their problems solved — they really are the backbone of Service Cloud! Cases are powerful records in Salesforce that keep a log of customer issues, show agents a complete customer overview, and so much more, right on the platform!
What should happen to a case once it is closed Salesforce?
Once a case goes to Closed status, it cannot be reopened, it can be cloned. If you still need assistance with the question or problem discussed in the closed case, just open a new Case, and reference the original Case number in the case Subject or Description, and describe the issue that needs to be addressed.
What is case assignment rule in Salesforce?
Case assignment rules can assign cases regardless of how cases are created. Cases can be created manually or automatically using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes. Organizations typically use one rule for each overall purpose.
What is case hierarchy in Salesforce?
A case hierarchy shows cases that are associated with one another via the Parent Case field. In the case hierarchy, child cases are indented to show that they're related to the parent case above them. To view the hierarchy for a case, click View Hierarchy next to the Case Number field on the case detail page.
How do I create a case hierarchy in Salesforce?
Case Hierarchy in Salesforce LightningAdd Parent Case field to the page layout to link cases.Add View Case Hierarchy action to the page layout to view the hierarchy.Configure Case Hierarchy Columns. By default, the hierarchy view uses the same columns as the recently viewed cases list view.
How many ways case can be created in Salesforce?
Case is a Salesforce object that captures pertinent information on an inquiry or issue. There are 4 ways to create a case.
What is Salesforce case?
The Case object is the main object of Salesforce Service Cloud and a Case typically represents a customer’s issue, question, or feedback and its resolution process. Therefore, its main purpose is to store information related to each issue, question or feedback from a customer: the time taken to solve it, the support agent who dealt with it on behalf of the company, the person representing the customer who has contacted you, and the different activities needed to solve the request.
What is standard functionality in Salesforce?
In general, you should always use them before resorting to custom functionalities; however , there will be many times in which standard features will not be enough to build a process you need for your business and , in those cases, you should, of course, resort to custom solutions.
Can you have more than one Salesforce user?
In some situations, more than one Salesforce user might be required to solve a support request; for example, depending on the complexity of the issue you might need a support agent, a support manager, and a product manager. If that is the case at your company, Case Teams are a useful feature for your org.
