Select the box next to one or more cases and use List View menu options and the dropdown on each case to Edit, Close, Change Owner, and Change Status (though your options may be different depending on how your admin has configured this). Like so many things in life, there’s more than one way to manage case records.
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 to upgrade the case feed in Salesforce classic?
In Salesforce Classic Case Feed Upgrade Process Enable Case Feed Create Permission Sets Assign Permission Set Assign Custom Profile Configure the Case Feed Page Layout Convert Page Layouts
How do I edit or close a case?
Select the box next to one or more cases and use List View menu options and the dropdown on each case to Edit, Close, Change Owner, and Change Status (though your options may be different depending on how your admin has configured this). Like so many things in life, there’s more than one way to manage case records.
How to assign a case to a queue in Salesforce?
The first field is going to be a dropdown that will allow us to mirror the list of Queues available for Cases. We will call this Assign to Queue. The next field we need to create is a User Lookup. This we’re going to call Assign to User. We are using this in place of the Owner field, because that isn’t allowed (at the time of this post).
How do I change case details in Salesforce?
You can do this by creating a New Action on the Case Object. As the Action Type, you would select "Update a Record", Name it and after you save it, you will be able to choose which fields you would like to add.
How do I add actions to a case feed in Salesforce?
Enable Case Feed Actions and Feed ItemsFrom Setup, enter Support Settings in the Quick Find box, then select Support Settings.Click Edit.Select Enable Case Feed Actions and Feed Items .Click Save.
How do I control a case process in Salesforce?
From Setup, click Object Manager and select Case. Click Fields & Relationships, then click Type. In the Case Type Picklist Values section, click New....Next, create an inquiry support process.Click New and complete the field details. Existing Support Process: Master. ... Click Save.Leave the Case Status as is and click Save.
How do I mass edit cases in Salesforce?
Tick the checkboxes on the left-hand side to tell Salesforce which records you want to mass-edit, then double click the field you want to mass edit. The mass edit dialogue will open. Select “All selected records”, enter the new value for the field and select save.
How do I set permissions for a case?
Create Permission Sets for Case FeedCreate a permission set for Case Feed.On the Permission Set page, click App Permissions.Select Use Case Feed . Optionally, select any other permissions you want to include in the set.Click Save.
How do I add quick action to case?
From Setup, click the Object Manager tab. Select Cases, and then open the Case Page Layouts setup page. Select the page layout that you want to add the action to, and then click Edit. Add quick actions to the case page layout.
Which features are used to manage cases Salesforce?
It includes the ability to create cases either from an email (email to case), from a web form (web to case), or manually by licenses internal support/service users logged into Salesforce. Cases can be managed in queues and assignment rules and escalation rules can be defined.
How do I add a case type in Salesforce?
Configure Case Status Picklist ValuesClick the Home tab.From the Recommended Setup, click Get Started under the Customize Case Status tile.In the Enter a new status name field, add these case statuses, clicking Add after entering each value. ... Use the up and down arrows to move the new values immediately below Working.More items...
How do you set up a case management?
2:3129:44Introduction to Case Management | EP 2 - YouTubeYouTubeStart of suggested clipEnd of suggested clipTo do the basic support setting we need to go to setup. And under support setting you will be ableMoreTo do the basic support setting we need to go to setup. And under support setting you will be able to do a couple of settings.
How do I edit multiple opportunities in Salesforce?
Just click the field you wish to edit and then click the pencil icon. Make changes to multiple fields and then hit Save to test it out.
How do I edit Inlines in Salesforce?
Go to Setup and search for User Interface. You can also go through the path of Platform Tools > User Interface > User Interface or Build/App Setup > Customize > User Interface (last option). Select Enable Inline Editing and Enable Enhanced Lists then Save. 1.
How do I change case owner in bulk Salesforce?
To change Lead owner for multiple recordsFrom the Leads tab select one of the available Lead views.Select all Leads you would like to assign to a new owner.Click the Change Owner button located above the list view.Select a User or a Queue as the new owner.Click Save.
Create a New Case
Anthony Hall, NMH’s program manager, just received another phone call about NMH’s transitional housing program. This time it’s from NMH’s client, Alex Ventresca. NMH has recently approved Alex’s transitional housing application (congrats, Alex!), and she has a question about the next steps in preparing for her move.
Change Case Status
Now that the case exists, Anthony and the NMH team can edit and add details as needed, including changing the status to reflect updates and when the NMH team resolves the issue. 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 Service Console. But what if you need to navigate to another case? Or want to see a list of cases?
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?
How to get Salesforce login?
Step 1: From browser, access the below link and click on “Get It Now” button. “https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000000pu4IEAQ”. Step 2: After that, click the “Log In” button and enter your Salesforce credentials and click the “Login” button. Step 3:
What is mass edit?
The “Mass Edit from List Views” feature can help the user to Edit the Mass records in Object list Views and Record related list and this increases productivity and makes the work more efficient for the user.
When to use mass edit?
The Mass Edit from List Views is mainly used when users want to edit multiple records at the same time in List Views instead of without opening each record individually.
Learning Objectives
Create A New Case
- Anthony Hall, NMH’s program manager, just received another phone call about NMH’s transitional housing program. This time it’s from NMH’s client, Alex Ventresca. NMH has recently approved Alex’s transitional housing application (congrats, Alex!), and she has a question about the next steps in preparing for her move. Let’s follow along with Anthony as he quickly opens a new case …
Change Case Status
- Now that the case exists, Anthony and the NMH team can edit and add details as needed, including changing the status to reflect updates and when the NMH team resolves the issue. 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 esca...
View Case Lists
- After you create a case, you automatically see it open within Service Console. But what if you need to navigate to another case? Or want to see a list of cases? Easy. Just like navigating objects within Nonprofit Success Pack (NPSP), 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 vi…
Resources
- Trailhead: Case Feed
- Salesforce Help:Set up and Manage Cases
- Salesforce Help: Changing Multiple 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