How do you resolve a case in salesforce

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Step 1: Login / Sign up to Salesforce Help with the below link: https://help.salesforce.com/s/ Step 2: Go to the Contact Support tab and click on it, as shown below. Select the issue, support topic, and category.

To solve a case:
  1. View the case.
  2. Find an article or find a solution that answers the case’s question.
  3. Attach the article or solution to the case by clicking Select next to a reviewed solution in the list of solutions.

Full
Answer

How do I create a Salesforce support case?

Click Create a Case on the “Create a Case” tile. Technical Support for questions about Salesforce products, developer support, feature activation, Marketing Clouds, Admin Assist, etc. Partner Program Support for questions about the partner program such as AppExchange service listing, billing, partner tiers, etc.

How do I view my cases in Salesforce help?

See Add a Case Collaborator for reference. Attach related files after the Case is created, or reply to a Case email with an attachment to update the supporting documents. Log in to Salesforce Help. Click My Cases. Click the Case Number to view the Case in more detail.

How are clients notified when a case is closed in Salesforce?

If your client has an email address saved in Salesforce, the client themselves is notified that their case has been closed if you select the Notify contact box on the case record. After you create a case, you automatically see it open within Service Console. But what if you need to navigate to another case? Or want to see a list of cases? Easy.

How do I create a Salesforce account billing issue case?

Account Billing Issues for questions about Salesforce contacts, invoicing, payments (account billing inquiries, not related to product inquiries for CPQ or Salesforce Billing) Fill in the required Case fields. Add any Case Collaborators to allow people to follow Case progress. Click Create Case.

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Can a solution be attached to a case in Salesforce?

To attach the solution to your case, click Select from the solution detail page or the search results list. The solution is automatically added to the case. The Select option is available only if you searched for a solution from within a case, or you searched for solutions to add to your Self-Service portal Home page.


How do I update a case in Salesforce?

Here are the new steps:Log in to Salesforce Help.Click Contact Support.Click Create a Case on the “Create a Case” tile.Select an “Inquiry Type” from the options available to you: … Fill in the required Case fields.Add any Case Collaborators to allow people to follow Case progress.Click Create Case.


How do Salesforce cases work?

A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.


Why can’t I close a case in Salesforce?

How: To show closed statuses in the Case Status Field picklist, go to Support Settings and select Show Closed Statuses in Case Status Field. To hide closed statuses, deselect Show Closed Statuses in Case Status Field. By default, the setting is disabled, so closed statuses are hidden.


How can a support agent respond to a case in Salesforce?

Case comments let you and your support agents add, edit, and delete public and private comments on a case. All comments appear in the Case Comments related list. Use case comments to add notes to a case.


How do I check my Salesforce case status?

0:594:04Where Did My Case Closed Status Go ?!? Salesforce Spring ’20 Release …YouTubeStart of suggested clipEnd of suggested clipAnd click Edit the check box that you need to check to return close status to the case status fieldMoreAnd click Edit the check box that you need to check to return close status to the case status field is this check box here called show closed statuses in case status field.


How can we track the time spent by an agent to resolve a case in Salesforce?

The Track Time Lightning Component Now, every time an agent opens the Case View page for a specific Case, the timer automatically tracks time spent viewing the Case. If the agent closes the view page or navigates away to a different page, we automatically update a Time Detail log.


What is case escalation in Salesforce?

Case escalation rules in Salesforce are used to reassign and optionally notify individuals when a case is not closed within a specified time period. Generic Use cases for escalation rule. If Tier 1 agent is unable to close the case in a specific amount of time the case will automatically get assign to Tier 2 Team.


What is case lifecycle in Salesforce?

It is a standard report type that tracks the duration of a case when the case owner or status is changed. There are 5 fields available in the Case Lifecycle report: Case History Owner. Case History Status. Case History Last Modified By.


How do you close a case?

Here are certain tips for the closing the case: Review the final order and make sure everything which ought to be done has already been done. A case file should be closed only after the final action has been completed in the case and the final bill has been paid in full. A closing file memo is a great idea.


How do you close a case in lightning?

To close a case in Lightning, you just need to add the status to the Case Status. The documentation notes: The close case layout isn’t available, but you can add closed statuses to case edit pages. From the Support Settings page in Setup, select Show Closed Statuses in Case Status Field.


How do I change case status to Closed in Salesforce?

In Support Settings, ensure the “Show Closed Statuses in Case Status Field” is checked….In Salesforce ClassicGo to Setup | Customize | Cases | Fields.Click on the Status field.Click on Edit beside the specific Status picklist value.Select the Closed option.Click on Save.


Create a New Case

Anthony Hall, NMH’s program manager, just received another phone call about NMH’s transitional housing program. This time it’s from NMH’s client, Alex Ventresca. NMH has recently approved Alex’s transitional housing application (congrats, Alex!), and she has a question about the next steps in preparing for her move.


Change Case Status

Now that the case exists, Anthony and the NMH team can edit and add details as needed, including changing the status to reflect updates and when the NMH team resolves the issue. All they need to do is open the case, click Edit, and change the value of the status field. Click Save, and that’s it! Case managed.


View Case Lists

After you create a case, you automatically see it open within Service Console. But what if you need to navigate to another case? Or want to see a list of cases?

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