Manage Your Cases in Salesforce.com by Capturing Case Details - dummies

Manage Your Cases in Salesforce.com by Capturing Case Details

By Jon Paz, T. J. Kelley

Managing your cases in Salesforce.com is maintaining them. You need to ensure that each case contains the most current information so that you, your customer, and everyone else in the organization understand where you are in the process. To modify case information, follow these steps:

  1. Find the case you want to update.

    In the global search at the top of any page, you can search for a case number, keywords from the case subject line, or even the name of a customer, and find the associated case. Or you can choose a case you’re working on from a personal list view or even from the Recent Items list in the sidebar on the left side of your screen.

  2. Click the Case Number link to open the case.

    The Case Detail page appears.

  3. Click the Edit button to start editing the case.

    The Case Edit page appears with fields you can change. Alternatively, if your organization has inline editing turned on, you can edit your fields directly on the Case Detail page by double‐clicking them.

    At the bottom left of the Case Edit page, you can click the Send Notification Email to Contact check box to automatically let your customer know that you’ve updated the case.

    Sending case updates to customers on the Case Edit page.
    Sending case updates to customers on the Case Edit page.
  4. When you’re done, click Save.

    The Case Detail page reappears with the changes and updates you’ve made.

In the interest of time, from the Case Edit page, you can also click Save & Close, to close out the case, or click Save & New, if you want to save the case and immediately start working on a new one.

Sometimes updating cases doesn’t involve modifying actual case fields, but rather the related information captured in related lists. If you want to add information to a related list or case information that is not stored in a field, you can simply scroll to the desired related list on the Case Detail page and click a corresponding button, such as the New Task button on the Open Activities related list.