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Introduction to Case Object in Salesforce

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One of the potent aspects of their Salesforce Service Cloud platform, Salesforce empowers enterprises with Salesforce Case management capabilities to assist them in providing better customer assistance.

The Service Cloud’s Case Management functionality, which serves to enhance the overall user experience for both customers and staff, is built on the Salesforce Case object.

Salesforce Case

A Salesforce Case object can be thought of as a workbook containing all the issues, questions, disputes, and requests that customers have brought up with your business.

The Salesforce Case object includes pertinent features to record details about clients and their problems, offers a strategy, and offers guidance on the next steps for a quicker resolution.

Users may create, locate, and update cases and filter cases using standard and custom list views, all from the Salesforce Cases home page.

You can then add a Project-related list to your Account to see all of the cases and projects associated with that account in one location.

Salesforce Case Management can enhance your customer experience. Here are a few features that can help you resolve issues faster and make your customers happier:

With a Salesforce Case, support customer interactions across all channels.

Customers expect a seamless experience in which their issues are heard and resolved without them having to share too much information or spend too much time on interactions.

Salesforce Cases now provide customers with a plethora of channel options, making interactions with the contact center more seamless, fast, and less tiring. Salesforce Case works with the following channels:

  • Social Media: Customers can raise their Salesforce Cases through social media platforms such as Facebook, Twitter, and others, which are automatically logged in Salesforce and can be worked on.
  • Website: Customers can log issues by filling out a form on the website, which automatically creates a Salesforce Case.
  • Email: Customers can also simply send an email to a designated email address, which creates a Salesforce Case.
  • Phone: More traditional methods of calling the contact Centre and registering their concerns are also available. They are seamless because agents receive all customer information as soon as they pick up the phone, and the days of the customer having to provide all information are over.
  • Live Chat: When a customer prefers to get help in real-time directly with a live agent to get the issue resolved faster, this is a preferred channel.

Agents also have access to a customer 360 view, which provides them with all customer information, such as purchase history, previous cases and interactions, and so on.

Case Teams

You can also set up Case Teams if your company requires multiple agents to work on the same case. Create Case Teams to assist groups of people in working together to solve problems.

Add the ‘Case Team’ related list to case page layouts to enable this feature for your team. You can also assign each member of the case team a ‘Case Role’ to help differentiate their role on the case.

Merge Cases

When you merge Salesforce Cases, one case is designated as the master. You can compare the field values and choose which ones to use in the master record.




Email to Case

Simply enabling the Email-to-Case functionality in Setup will result in a long Salesforce routing email address. Any email sent to the routing email address will be converted into a Case. Simply set a Forwarding rule in your email client (such as Outlook or Gmail) of your Support email inbox to forward the emails to the routing email address. That’s all!


Given the foregoing, it is easy to conclude that Salesforce Case Management is one of the most powerful features of Salesforce. They are constantly working to improve the customer and agent experience.

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Sanket Dudhe

Sanket Dudhe is an Associate Technical Consultant at Perficient. He has an experience of 4+ years as SDET. He loves technology and hence is curious to learn about new emerging technologies #lovefortechnology.

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