The cases list view is just like other lists views, except it is only for cases. Use the list view dropdown menu (1) to select different lists or click New to create your own. You can also click the pin icon (2) to pin (or unpin) your favorite list view so that it’s the one you always see when you open the cases tab.
How do I create a case in Salesforce?
Click the Cases tab or use the dropdown menu in the navigation bar to find Cases. Click New to open the New Case page. If your org uses record types, you might be prompted to choose a record type when creating a case. Choose a record type to continue. In the Contact Name field, create a case for Samantha Austin.
How do I create a case in the service console?
If your app hasn’t been customized, click the App Launcher, click Service Console, and select it. Click the Cases tab or use the dropdown menu in the navigation bar to find Cases. Click New to open the New Case page. If your org uses record types, you might be prompted to choose a record type when creating a case.
How do I change the ownership of a case?
You can manually change case ownership and optionally send an email notification to the new owner. If your admin has enabled Omni-Channel, you can pick up cases from the widget in the utility bar.
How do I create a case for a new customer?
You can also create a case for a new customer from this menu—just follow the prompts to create the contact record and go back through the step of creating a case. Be aware that when you select a contact for the Contact Name field, the Account Name field defaults to the contact’s account when you save the case.
How do I change case layout in Salesforce?
Customize the Contact or Case Record Page LayoutFrom Setup, in Object Manager, click the object whose layout you want to edit.Click Page Layouts, and then click the page layout name.Edit the layout and save your changes.
How do I change the view in Salesforce?
0:081:10Changing Default List Views in Salesforce - YouTubeYouTubeStart of suggested clipEnd of suggested clipThe default list view and from your home screen in Salesforce. Choose the object that you want toMoreThe default list view and from your home screen in Salesforce. Choose the object that you want to pin the ListView on so for this example I'm gonna do it counts.
How do I change my case feed layout?
From the object management settings for cases, go to Page Layouts. How you access the Case Feed Settings page depends on what kind of page layout you're working with. For a layout in the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor. and choose Edit feed view .
How do I view cases in Salesforce?
If the Salesforce console is set up, view case lists by selecting Cases from the navigator tab (if Cases is available). Click Edit or Del to edit or delete a case. to follow or stop following a case in your Chatter feed. Click New Case or select Case from the Create New dropdown list in the sidebar to create a case.
How do I switch back to classic view in Salesforce?
Change the UI from Lightning Experience to Salesforce ClassicClick your Avatar in the top right-hand side of the screen.Click Switch to Salesforce Classic.
How do I change the view in Salesforce lightning?
If you want to change any of the view settings, simply go to the gear icon. Here you can create a new view, rename an existing view, make a view private or public. You can also edit list filters which determines what data shows. You can select which fields to display as well as delete views.
How do I change the feed layout in Salesforce?
Create and Edit Feed Layouts in Case FeedFrom the object management settings for cases, go to Page Layouts.How you access the Case Feed Settings page depends on what kind of page layout you're working with. ... Choose the tools, components, and options for your feed view page.Click Save.
What is case page layout in Salesforce?
When support agents work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that support agents see when working with open cases, customize the feed view, detail view, highlights panel in the case page.
What is Salesforce case feed?
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.
Who can see cases in Salesforce?
Salesforce admins, users with the “Modify All” object-level permission for Cases or Leads, and users with the “Modify All Data” permission, can view and take records from any Case or Lead queue regardless of their membership in the queue.
How do I give access to a case in Salesforce?
Case Feed is automatically enabled and assigned to all standard profiles in Salesforce organizations created after the Winter '14 release.Create a profile.On the Profile page, click Edit.In General User Permissions, select Use Case Feed .Click Save.Assign users to the profile.
How do I add a field to a case in Salesforce?
Open object manager and find the case object. Open the Page Layouts tab, and edit the one that is used for this record type/profile. From there, you should be able to add any field you've created.
Create a Case
Ada has been working with Ursa Major Solar customer Samantha Austin to repair a damaged solar panel on the roof of her home. Ada wants to open a new case to start the repair process.
Change a Case Status
Now that the case exists, Ada and team can edit and add details as needed, including changing the status to reflect Samantha’s progress through the solar panel repair stages. All they need to do is open the case, click Edit, and change the value of the Status field. Click Save, and that’s it! Case managed.
View Case Lists
After you create a case, you automatically see it open within the console. But what if you need to navigate to another case? Or what if you want to see a list of cases?
Learning Objectives
Create A Case
- Ada has been working with Ursa Major Solar customer Samantha Austin to repair a damaged solar panel on the roof of her home. Ada wants to open a new case to start the repair process. To access a new case, you need a Service Cloud implementation. If you have a sandbox instance of Service Cloud, you can try out these steps there. If you don’t have a sandbox and you’re a custo…
Change A Case Status
- Now that the case exists, Ada and team can edit and add details as needed, including changing the status to reflect Samantha’s progress through the solar panel repair stages. All they need to do is open the case, click Edit, and change the value of the Status field. Click Save, and that’s it! Case managed. List views, scheduled reports, and escalat...
View Case Lists
- After you create a case, you automatically see it open within the console. But what if you need to navigate to another case? Or what if you want to see a list of cases? Easy—all you need to do is click the Cases object tab from the navigation bar or select Cases from the object menu. The cases list view is just like other lists views, except it is only for cases. Use the list view dropdow…
Resources
- Salesforce Help:Set Up and Manage Cases
- Salesforce Help:Update Multiple Cases