Further reading
- Trailhead Module—Create and Manage Cases: https://trailhead.salesforce.com/en/content/learn/modules/nonprofit-client-services-with-service-cloud/create-and-manage-cases
- Trailhead Module—Create an Escalation Rule: https://trailhead.salesforce.com/en/content/learn/projects/create-a-process-for-managing-support-cases/create-an-escalation-rule
- Set up Web-to-Case: https://help.salesforce.com/articleView?id=setting_up_web-to-case.htm&type=5
- Set up Email-to-Case: https://help.salesforce.com/articleView?id=customizesupport_email.htm&type=5