how to set up salesforce cases

Create a Case

• Log in to Salesforce and open your console app. Remember that there’s more than one way to get there. Ursa Major Solar...
• 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...
• Click Status and select New.
• Click Save.

Full Answer

How to create custom formula in Salesforce?

creating Formula field in Salesforce ? Go to Setup => Build => Create => Object => Select object => Custom Fields & Relationships => Click new => Formula. Now we are creating Formula field for student object to calculate average of three subjects F = ( S1+ S2 + S3) /3. Go to detail view of the object.

How to set auto response for case in Salesforce?

• Select the File > Manage Rules & Alerts.
• In the Rules and Alerts dialog box, on the E-mail Rules tab, click New Rule.
• Under Start from a blank rule, click Apply rule on messages I receive and click Next.
• To reply to every email message you receive, leave the Step 1 and Step 2 boxes unchanged and click Next again.

How to customize quick create in Salesforce?

• While you’re still viewing Candidate in the Object Manager, click Page Layouts.
• Click next to Candidate Layout, then select Edit.
• Under Salesforce Mobile and Lightning Experience Actions, click the override the predefined actions link.
• Click Mobile & Lightning Actions in the palette.

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How to create a custom lead field in Salesforce?

• While still viewing the Opportunity object Fields & Relationships, click the Field Dependencies button.
• Click New, and set up the new field dependency.
• Select Stage as the Controlling Field.
• Select Close Reason as the Dependent Field.
• Click Continue.
• At the top of the table, click Next until you see the Closed Won and Closed Lost columns.

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How do I create a case in Salesforce?

Create a CaseLog in to Salesforce Help.Click Contact Support.Click Create a Case on the "Create a Case" tile.Select an "Inquiry Type" from the options available to you: ... Fill in the required Case fields.Add any Case Collaborators to allow people to follow Case progress.Click Create Case.

How do I use cases in Salesforce?

6:2636:56Salesforce Case Management - YouTubeYouTubeStart of suggested clipEnd of suggested clipAnd such and you can map those into fields within Salesforce. Both are Fredi straightforward to setMoreAnd such and you can map those into fields within Salesforce. Both are Fredi straightforward to set up the amount of case does require a few additional settings that we won't get into today.

How do I customize a case in Salesforce?

Click Edit on the View Cases Page line.Select the Show View Cases Page box to allow users to view their open and closed cases.Select Add Comments to Cases to allow users to add comments to their cases. ... Select Add Attachments to Cases to allow users to upload files to their cases.More items...

Can you use Salesforce for case management?

As described in Service Cloud Introduction session, Salesforce Case Management allows us to record, track and solve customer issues by sales, service and support. It includes the ability to create cases either from an email (email to case), from a web form (web to case), or manually.

How many ways can you create a case in Salesforce?

Enterprise Salesforce Services There are 4 ways to create a case.

What is case process in Salesforce?

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! Customize cases to fit your business needs and ensure that your customers receive the service they deserve.

How do you create a case?

0:000:33How to Create a Case in Salesforce Lightning - YouTubeYouTubeStart of suggested clipEnd of suggested clipWelcome how to create a case in Salesforce lightning. Click the cases tab. If you don't see the tabMoreWelcome how to create a case in Salesforce lightning. Click the cases tab. If you don't see the tab select service from the app menu. Click on new select a status for new case.

How do I create a case page layout in Salesforce?

How to create a New Case Page Layout in Salesforce LightningOpen Salesforce Lightning!Click on "Setup" icon.Click on "Setup"Click on "Object Manager"5) Click on "Case"6) Click on "Case Page Layouts"Click on "New"Select "Case Layout" from the "Existing Page Layout" drop-down.More items...

What is case 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 the primary use of cases in Salesforce?

Using Salesforce, they gather information and log calls, texts, and meetings. We also use Salesforce to set up price books. The primary use case is if you want to update old legacy systems and go into a more mobile way of doing business.

How do I create a case lifecycle in Salesforce?

The Record Type will determine which case page layout you see when creating a case.From the Case object page, click Record Types.Click New and complete the field details. ... Click Next.From the Select Page Layout menu, select Product Support Case Layout.Click Save & New, and enter the details. ... Click Next.More items...

Can you create cases in sales Cloud?

Specific case management customization is available with the Sales Cloud license. Custom list views, custom lightning pages and components, quick action buttons to create related records, predefined email templates, reports and dashboards, and the list goes on.

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?