I am working as a system admin for an e-commerce company that uses Salesforce as its primary CRM tool to manage customer support. The company has a team of support agents who handle customer inquiries and issues. I was assigned the task of creating a case for the customers’ issues.
In this Salesforce tutorial, I will explain the possible ways to create cases in Salesforce using the steps below.
What is a Case in Salesforce
Case in Salesforce represents the inquiry, feedback, or support raised by the customer.
In Salesforce, cases are usually used to trace and control customer issues, questions, and feedback. New cases are allocated to the case team and the support agent, and they can be created by the support representative, the customer itself, or from a web form on our website.
Case Object in Salesforce
In Salesforce, we have a standard object named case that is used to track and manage inquiries and issues registered by customers.
Users can enter technical problems, inquiries related to products, or service requests in the case object.
How to Create a Case in Salesforce
You can create a case in Salesforce Lightning and Salesforce Classic. Case creation functionality is also available in Essentials, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions.
How to Create a Case in Salesforce Lightning
The following are the steps to create a case in Salesforce Lightning:
1. Navigate to the “Setup”, click on the “App Launcher”, and find and click on the “Cases” object. You can directly click on the “Cases” tab.