What Does Salesforce’s Service Cloud Mean?
What Does Salesforce Case Management Entail?
Which Fields in Salesforce Service Cloud Are Critical?
Which Related Lists Are Available in the Salesforce Service Cloud?
Salesforce tracks support inquiries through cases. When a customer purchases a product or service and contacts support, a case record is created to log details about the customer’s problem, any provided solutions, the resolving agent, and the final outcome. Cases can encompass questions or feedback from customers. A closed case indicates a resolution, while an open case signifies an unresolved issue.
An illustration of a case is as follows: let’s say company “XYZ” buys a laptop from company “ABC” and encounters an issue with it. In this case, there is communication between the two companies, and the conversation’s specifics—including the problem and its resolution—are documented on a case record page.
Support personnel can analyze these records to enhance customer care. Responding promptly to cases enhances customer satisfaction and strengthens your brand. Additionally, sales representatives can leverage cases to understand their impact on the sales process.
1. Status
This mandatory field indicates if a case is New, Working, Escalated, or Closed.
2. Case Origin
This section, which is also necessary, indicates how the case was started—by phone, email, or the internet.
3. Contact Name
It keeps track of the associated contact’s ID, which indicates how this customer or contact is connected to the case.
4. Account Name
It saves the ID of the linked Account in the case, indicating that this case is connected to this account/business. Although it can be modified later, it is automatically filled in when we choose Contact.
5. Parent Case
It keeps the parent case’s ID in the Case Hierarchy.
6. Assign Using The Active Assignment Rule
Only when cases are manually submitted from the UI is it available. When checked, it assigns the case to a user or queue based on the active assignment rule. In the event that not, the user submitting the record is given the case.
7. Send Notification Email To Contact
When this item is ticked, a notification notifies the Contact or Customer that their matter has been sent to our team and will be taken care of shortly.
8. Web Email/Phone/Company/Name
Every one of these fields is automatically filled up when a case is sent via email or our web form. These fields are distinct from the Account Name and Contact Email/Phone/Name fields. Furthermore, these fields are only accessible on entries that have been filed via email or the web.
9. Case No.
Automatically assigned at the insertion of every case. It cannot be changed once the case has been created, nor can it be set directly. It serves as a record’s unique identification.
1. Case Comments
Support agents can add, modify, and remove both public and private comments on a case using case comments. All comments on the customer portal, self-service portal, or chatter answers are visible to the contact for a case and can be made private or public. They also appear in this associated list. You can set comments to be private or public based on the sharing model.
2. Case History
The case’s modifications are tracked by this associated list. A new entry is added to the Case History linked list each time a user modifies any of the standard or custom fields whose history is configured to be recorded on the case. This list cannot be changed.
3. Case Teams
A group of users who collaborate on a case is known as a case team. It might consist of a product manager, a support manager, and support representatives, for instance.
Each person on the Case team is assigned a specific role that controls their level of visibility to other users in the customer portal as well as their level of access to the case (e.g., Read Only, Read/Write).