How to Create a Case in Salesforce

Case in Salesforce is used to represent the inquiry, feedback, or support raised by the customer.

In this Salesforce tutorial, I will explain salesforce cases. I will also explain the steps to create case in Salesforce.

What is Case in Salesforce

In Salesforce, the case is usually used to trace and control issues, questions, and feedback from customers.

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, you have a standard object named case that is used to track and manage inquiries and issues registered by the 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. In addition, the functionality of case creation is available in EssentialsGroupProfessionalEnterprisePerformanceUnlimited, 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.

how to create a case in salesforce

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

how to create case in salesforce

3. Enter the following details:

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FieldsDescription
Case OwnerIt specifies the user who created the case.
Case NumberThe unique auto number is automatically generated by Salesforce when the case is created.
Contact NameIt specifies the name of the contact with whom the contact is linked.
Account NameIt specifies the account name with whom the case is related.
StatusIt specifies the current status of the case. It is a mandatory field.
PriorityIt specifies the level of importance of the case.
Case OriginIt specifies the channel through which the case was created. It can be through email, phone calls, web. It is a mandatory field.
Web EmailIt specifies the web email if the case is submitted through web origin.
Web NameIt specifies the web name when the case origin is web.
Web CompanyWhen the case origin is the web, it stores the company name.
Web PhoneWhen the case origin is the web, it stores the phone number.
SubjectA short brief summary that defines the case.
DescriptionAdditional information about the case.
Internal CommentsIt stores internal comments, notes, and inquiries related to the case that are not related to the customer’s major problem.

Then, click on the “Save” button.

how to create a case in salesforce lightning

Conclusion

I hope you have understood the case in Salesforce. I have also explained the steps to create a case in Salesforce Lightning.

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