Salesforce - Cases
- Carrie Felton
- Elizabeth Aste (Unlicensed)
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
List View | Filter Criteria | Purpose |
|---|---|---|
{Support Team Name} Unassigned |
| Show Cases that have not been assigned to an individual Owner. |
{Support Team Name} (Open) |
| Show my team’s Open Cases in any Status. |
{Support Team Name} (Closed) |
| Show my team’s Closed Cases. Used to search prior Cases. |
*All list views beginning with ‘My' mean they are filtered by the Cases where Case Owner is you!
You can always 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.
Digital Learning
Queue | Notes |
|---|---|
Tier 1 Support | *Assign all requests to Digital Learning to this Queue—we will route to the correct team from there! |
Data Analytics |
|
Exam Services | Exam Services form routes directly to this queue. |
Information Systems Management | arainna.forth@utah.edu is notified |
Media Production | All members are notified |
Technology Services Support | lewis.hofmann@utah.edu is notified |
Admin, Ops, & Programs
Queue | Queue Email |
|---|---|
Academic Programs Queue | |
ELI Queue | |
Go Learn Queue | |
Lifelong Learning Queue | |
Operations | No Queue email - all members are notified |
Osher Institute Queue | |
ProEd Queue | |
Registration & Information Queue | |
Return to the U Queue | |
UOnline Queue | |
Youth Education Queue | |
Youth Protection Services Queue |
Queue Considerations
When closing a Case the Case Owner must be assigned to a User, not a Queue.
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!
The Accept button will not be on all list views. Generally, the Accept button will be on the Queue List View.
If you see the Accept button at the top of a list view, you can select one or more cases and click Accept to assign you as the Case owner for all of them.
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
The information on this page is specific to Cases. To learn about how to use Chatter, create Tasks, send Emails, and more within Salesforce, you can find general information about Activities 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.
Adding participants
If you need someone else to be aware of the Case, the best practice is to Cc the desired person.
Please note, Users are not able to send Bcc emails from our system since the Bcc compliance is enabled.
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.
If you do have any information that you may want to reference in the future, be sure to add a Chatter post to the Case with any documentation or other helpful info for yourself or someone else to see later on.
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.
From a list view, select two or three cases that you want to merge.
Click Merge Cases in the top right corner.
From a record page of the main Case that you want to merge into (the master Case), click Merge Cases in the top right corner.
The Case you started with will be selected for you. Select one or two more cases to merge.
Once you have the cases you want to merge selected, click Next.
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.