Introducing cases

A case is a file that contains all interactions between a customer and a company from the problem description (or complaint) to its resolution. A case may contain several back-and-forth questions and responses.

Business use case

You are a customer service rep at XYZ Widgets. You get a call about a mechanical issue from one of your customers. You will need to create a case to log the issue. We will look at how to deal with this use case, and then explore how to create escalation rules and how customers submit cases through the web, as well as through email, that may end up in your queue.

Creating a case

Let’s take a look at how to create a case in Salesforce and go through the fields included when creating a case.

In the following screenshot, I clicked on the Cases tab to start the process:

Figure 7.1: Creating a case by clicking on New under the Cases tab

Once I was on the Cases tab, I clicked on New. This took me to the case...