How to Open Cases for Customers in Salesforce.com

By Jon Paz, T. J. Kelley

Cases are the foundation of Salesforce.com Service Cloud. They’re the focal point of your contact center and what your agents live and breathe on a daily basis. A case is a record of a service inquiry or support for a customer that details the issue and all the information surrounding it, as shown.

The case record.
The case record.

From the case record, your agents manage the lifecycle of customer support and use these records as a hub for customer history and information.

In Service Cloud, creating a case is as simple as clicking a button. You can quickly create a case and enter all case details immediately, so that you can focus on helping your customer and not on figuring out cumbersome technology.

To create a new case in Salesforce for a support email or phone call, follow these steps:

  1. Navigate to the customer’s account record.

    You can use the global search to find it.

  2. Scroll down to the Contacts related list and click the appropriate contact record.

    The contact record appears. Alternatively, if the contact from whom you’re creating a case doesn’t appear in the related list, click the New Contact button and create one first.

    In order to create a contact or a case, you need the proper security access. If you don’t see these standard buttons, chances are, you need to talk to your administrator.

  3. On the contact record, scroll down to the Cases related list and click the New Case button.

    The Case Edit page appears, with the Account Name and Contact Name fields prepopulated, as shown.

  4. After filling in the fields, click Save.

    The case record appears and is created with the information entered.

    Creating a case in the Case Edit page.
    Creating a case in the Case Edit page.

For those one‐and‐done cases, where a case must be logged and tracked but solutions are immediately provided, instead of clicking Save, save time by clicking Save & Close. This saves the case info you just inputted and takes you to the Close Case detail page.