Salesforce - Cases

View Cases

To view Cases in Salesforce, navigate to the Case object in your app:

• This is how you navigate to view the Case List Views.

• View Case record by clicking on the Case Number blue hyperlink:

Provided Case List Views

*All list views beginning with ‘My' mean they are filtered by the Cases where Case Owner is you!

List View Navigation

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1 - Select a List View & Pin your Favorite

Select a list view from the drop-down. Pin a list with the (pin icon 📌 ) to set it as your default.

2 - Modify a List View

Modify a list view using the List View Controls menu (gear icon ⚙ )

You not have access to modify public List Views (the ones all users can view). See https://ceceuofu.atlassian.net/wiki/spaces/CPD/pages/2479259649/Salesforce+-+List+View+Walkthrough#Clone-a-List-View

3 - Create New records from a List View

To save yourself a few clicks, try using the New button to Create a record directly from a List View!

4 - See List View Filters

See the criteria for which records are displayed by using the little funnel icon.

5 - Change List View Display

Change how the data is displayed! Different views work well for certain types of data.

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6 - Search a List View

Find the data you need with a quick search!

Searchable Fields

When you click into the Search text box, a bubble will appear telling you if any fields are not searchable within the List View.

Search Wildcards

• Use an asterisk (*) to find items that match zero or more characters at the middle or end of your search.

• Use a question mark (?) to find items that match only one character at the middle or end of your search.

You can also Clone the provided views to create a customized list view. Find more information on list views here: Salesforce - List View Walkthrough

Queues

A Queue is used to assign a record to a group of Users. Cases are assigned to a Queue when we know which team will be responsible for resolving the Case.

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Queue Considerations

Open a Case

When we need to open a Case on behalf of a user, create a new Case in Salesforce:

1) Navigate to Case object

2) Click ‘New’

3) Completed required fields & Save

Change the Case Owner

Accept a Case

• Navigate to a Case record (click on the Case Number hyperlink)

• Click the Accept button in the top right

• This will assign you as the Case Owner in one click!

Change Owner

Change Owner from List View

• Select the arrow menu on the record you want to Change Owner

Change Owner Button

• Navigate to a Case record (click on the Case Number hyperlink)

• Click the Change Owner button in the top right

• Select the User or Queue to assign ownership

• Check box to send an email notification to new Case Owner.

Activities and Chatter

Activities and Chatter are sets of collaboration tools that you can use on almost every record in Salesforce.

Generally, these components can be found on the right side of your screen when you are on an individual record page.

Each tool does something different for you.

Each time you use Activity or Chatter, you create a Feed Item that will show up below this section and place all of the information to the record in time.

In addition to creating a timeline, each item that shows up in the Chatter Feed will allow for threading on the item. You can further collaborate with your team members or add follow-up notes to existing feed items and continue the conversation.

Chatter

Chatter is the best tool for internal collaboration and communication around specific records.

Post

The post is the simplest of these tools. Click on Share an update… to open the Chatter publisher. This is rich text field, so you can format your note, include links, attachments, or images, and mention anyone who needs the information.

When you’re ready, click Share to publish your Post.

Question

To ask a Question, you have to enter the question. This field is plain text, so there is no formatting available. However, below the question, you can add additional information using the rich text publisher below. This second field has the same functionality as a simple Post.

When you’re ready, click Ask to publish your Question.

Poll

To create a Poll, ask your question. Below the question, add at least two choices for participants to choose from. You can add up to 10 choices. All fields in the Poll are plain text fields no formatting available, as with the Question field.

When you’re ready, click Ask to publish your Poll.

Activities

Activities are different from Chatter publications. Each new Activity is a new record that can be related to multiple other records. There are required fields based on the type of Activity that it is, and each must be assigned to an active User at the time of creation. Activities can be helpful because they may show up on home pages, they can create reminders for you, and they are reportable.

You can view activities in order of time, regardless of type of activity, from the feed on the main page of your record. You can also view certain activities by type in related lists for additional information. All activities are sorted by completed date.

The available Activity fields may include:

• Subject, or the title to indicate the purpose of the Activity

• Description or Comments, or what the Activity is about

• Status of the Activity (if applicable)

• A Date to place it in time

• Related Contact

• Related Record, of the Object of your choice

• Assignee, which must be an active User at the time of creation

You can relate new Activities to the Contact involved if there is one. You also have the ability to pick one other Object record depending on what you are working on. This second record can be anything that you have access to edit, e.g., Course Offering, Case, Asset, Event, etc.

Tasks

Tasks are best used for future reminders for you or someone else. In particular, Tasks should be created for anything that requires immediate action.

Calls and Events

Calls and Events mark conversations and meetings in time and associate the results or any notes with the related records.

Creating Activities from anywhere

In addition to creating activity history from individual records, you also have Global Actions. At the top of every page, you will have the option to create Tasks, Events, and Calls.

In the top right corner of every page within Salesforce, there are a set of icons.

Click on the plus icon to open the Global Actions list.

Click on the Activity you want to create to open a creation screen in the bottom right of the screen.

Email

Emails in Salesforce are similar to any other emails, with the additional power of Salesforce involved

• You can choose a Contact Record in either the To or Cc fields. If you enter an email that is associated with a contact, Salesforce will relate that Contact for you. If you enter an email that is not associated with a Contact, you can still send the email, but it won’t be associated with any Contacts.

• You will have access to one or more authorized emails, depending on your role. Choose the correct email address for your message. Whichever email you choose to send from will be the reply-to email for the recipients. Be sure to choose the email address you want to use to receive responses.

• Write out your Subject. Salesforce will let you send an email without a subject, so be sure to check it before you click Send.

• The body of the email is a rich text field, just like the Chatter publisher, along with some additional options.

In addition to the standard functionality of emails, Salesforce provides a few extra features.

Find additional information about the Activity Feed and Chatter here: Salesforce - Activities and Chatter

Case Email threads

The default behavior on Cases when you click on Email in the Activity bar is reply to the most recent email on the Case. Any previous messages will be included at the bottom of the new email.

You can see those emails in your Activity feed with the rest of your Activities and Chatter. You have a few options directly within the feed.

At the bottom of each email in the feed, you will see these options for actions you can take.

• You can reply to only the sender of the email.

• You can reply to everyone on the email, including any cc’d participants.

• You can forward the message to someone new.

• You can Comment on the email, just as you can with Chatter publications, including mentions and reactions.

Close a Case

When you are finished working on a case, you will need to close it. Click on Close Case to open the

The Status will default to Closed.

You will need to define the Case Owner as a User (instead of a Queue) before you can close the case. You are indicating who did the work to get the case completed, or who will be able to answer questions if anything comes up later on.

The Case Reason is the topic of the Case, and it must also be defined before you can close the case. The Case Reason is indicating what question was being answered or what action you had to take to complete the case. This information can be helpful to see what kinds of questions are coming in and when, and you can use the Reasons to reference similar cases that may come in later on.

Once you have completed these fields, click Save and the Case will be updated with the information and a Status of Closed.

Merge Cases

You may have the option to merge up to three similar cases. If you do, you will see the button in the top right corner of a Case record or list view.

If you do see multiple cases from the same requestor about the same issue at the same time, you can click the merge case button.

You will be able to compare the cases you have selected. The default for this page is to see only the fields that have different values. You will have the option to select which of the Cases you have selected will be the master record.

Once you have looked over the fields of the Cases and you are ready to merge them, click next again.

You will have to confirm one more time that you want to merge these cases. Keep in mind that you cannot undo a merge, and you would need to recreate the child case in the event of a mistaken merge.

Confirm the merge when you’re ready. Your Cases will be merged. The child Case will have an updated Status of Merged. Your master Case will have any additional related records and feed items from the child Case.

The different Cases are now related as well. There will be a new related list on the master record with information about the child Case(s). You can click on the blue hyperlink to navigate to the child Case, just as you can with any related record.

If you see a child Case from a merge, the status will be Merged. When you click into the record, the subject of the Case will have a new prefix of [Merged]. You can click on this prefix to navigate to the master Case for reference.