We use cookies to make interactions with our websites and services easy and meaningful, to better understand how they are used and to tailor advertising. You can read more and make your cookie choices here. By continuing to use this site you are giving us your consent to do this.

SUCCESS WITH SALESFORCE ESSENTIALS

GET SET UP, LEARN BEST PRACTICES, AND SUPERCHARGE YOUR SALES AND SUPPORT TEAMS

WORK YOUR CASES

WORK YOUR CASES

Learn how to manage customer cases in the Service Console with these four easy steps:

1. Organize your cases using list views
Use list views to group certain case records together, so your agents can easily track and find cases in the Service Console.

2. Quickly identify important information by examining the case fields
By exposing the right case fields in the list view, your agents will be able to see important information on cases right away when they open the Lightning Service Console.

Console List View

3. Send emails, log phone calls, and post on chatter using case feed actions
Respond back to the customer using the “Email” action and log any phone activities using the “Log a Call” action under the case feed. If you need to collaborate with other members within your team or other Salesforce users on the case, reach out to them by posting a comment on Chatter using the “Post” action.

4. Capture business data and update important fields
Update your case fields under the “Details” tab to track the case status, priority, and custom fields that are important for categorizing cases. These fields will provide a wealth of information on case trends and metrics around your team’s performance.

Case Feed

TOUR SERVICE CLOUD

Learn more about Service Cloud, the Service Console, and how to create and update a case.

TAKE THE TRAIL >

TAP TO SEE MORE
Tap to See More