How to Create a Case in Salesforce

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.

Table of Contents

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.

2. To create a new case, click on the “New” button.

3. Enter the following details:

Fields	Description
Case Owner	It specifies the user who created the case.
Case Number	The unique auto number is automatically generated by Salesforce when the case is created.
Contact Name	It specifies the name of the contact with whom the contact is linked.
Account Name	It specifies the account name with whom the case is related.
Status	It specifies the current status of the case. It is a mandatory field.
Priority	It specifies the level of importance of the case.
Case Origin	It specifies the channel through which the case was created. It can be through email, phone calls, web. It is a mandatory field.
Web Email	It specifies the web email if the case is submitted through web origin.
Web Name	It specifies the web name when the case origin is web.
Web Company	When the case origin is the web, it stores the company name.
Web Phone	When the case origin is the web, it stores the phone number.
Subject	A short brief summary that defines the case.
Description	Additional information about the case.
Internal Comments	It stores internal comments, notes, and inquiries related to the case that are not related to the customer’s major problem.