Case Records in - dummies

By Jon Paz, T. J. Kelley

Because the case record in Service Cloud is the central place for your support agents’ work, it’s important to make sure you understand the case record.

Getting to know standard case fields

Like other objects, the case object comes with standard fields out of the box. Take a look at some of these to understand what they’re used for and how you can further customize them for your business.

Some standard case fields include

  • Account Name: Look up the Account for whom the case is created.

  • Contact Name: Look up the specific Contact (within the Account) for whom the case is created.

  • Case Number: An auto‐generated sequential number system, serving as a unique identifier for each created case.

  • Type: You can have different case types and modify the picklist values, depending on your products or services.

  • Status: You can have different case statuses and modify the picklist values, depending on your support process.

  • Priority: You can rank your cases in order of priority and manage or assign them accordingly. You can also modify these priorities based on your business.

  • Case Reason: There are different reasons why the specific case was created. You can modify the picklist values, depending on your business, and report on this field to determine how to improve specific areas of your customer service.

  • Subject: This is the subject of the case that briefly states the issue. If you use Email‐to‐Case, the subject of the email maps to this field. If you use the Knowledge sidebar when creating a case in the console, it will use this field to automatically search for and suggest relevant articles.

  • Description: This is the description that explains the subject of the case and details the issue.

  • Case Origin: You can use this field to identify where the case comes from, usually by phone, email, or web. This is important for companies that want to see metrics on where cases are coming from and which channels to invest more in.

Customizing case fields and page layouts

Now that you have a good grasp on the case fields that come out of the box in Service Cloud, look at the basic customizations of these fields and page layouts to better align with your business.

You can modify standard case fields or create custom case fields to map to your personal process.

To change the label, or the name of the field as is displayed to the user, go to the Setup menu and follow these steps:

  1. Under Build, click the toggle to the left of Customize.

    An expanded list appears.

  2. Click the first option, Tab Names and Labels.

    Another expanded list appears.

  3. Click Rename Tabs and Labels.

    Here you see a list of tabs and their standard tab names in Salesforce. You can configure standard Salesforce nomenclature and terminology here. For example, if your company wants to use the term Ticket or Service Request instead of the standard Salesforce term Case, click Edit next to Cases and rename the label here, both in the singular and the plural. If your new label starts with a vowel sound, such as SR, click the Starts with Vowel Sound check box.

    Embrace the change. Too often, companies cling to old terms from legacy systems. Although it’s not detrimental in the big picture, consider accepting Salesforce’s terminology with your new system. It will reduce administrative difficulties in the long term when those responsible for your organization can easily connect with the Salesforce ecosystem and speak the same language.

  4. Click Next.

    Enter the New Field Labels page appears.

  5. Type what you want the standard field to be called in the empty field(s) near the standard name and click Save.

    If applicable, don’t forget to add an s in the Plural column field and click the Starts with Vowel Sound check box, as.

    Renaming a standard case field in Salesforce.
    Renaming a standard case field in Salesforce.

Customizing your pages

In Service Cloud, if you’re on Enterprise or Unlimited Edition, you can use record types and page layouts to control the organization and layout of your records. This is a good way to segment the fields and data you want to capture. For example, if you want to have some fields related to RMAs or product returns on your cases, but you only want these fields to be shown to a certain team, you can segment them using record types and page layouts.

Additionally, you can customize fields related to your business process, such as Status on the case, to display different picklist values depending on the case type. For example, you can have one case type for administrative issues, such as login difficulties or credit card issues, one for enhancement requests, and another for more technical inquiries. Each of these case types can have

unique record types and page layouts that display different fields and even distinct values in picklist fields if they follow separate process flows.