Skip to content

Case object optimizations in Salesforce that come out of the box

Case Object Optimizations

In Salesforce, the Case object is utilized primarily for Service Cloud applications to manage and track customer service-related issues or inquiries. Before you decide to implement your own custom Case object, it is pertinent to know what you may lose by doing so. Salesforce provides several out-of-the-box features and optimizations to make the management of Cases more efficient. Here are some:

  1. Case Assignment Rules: This allows automatic assignment of cases to specific users or queues based on criteria you define, ensuring that the right cases go to the right teams or individuals.
  2. Auto-Response Rules: Automatically send email responses to customers when they submit a case through a web-to-case form or an email-to-case message.
  3. Escalation Rules: Escalate cases that are not closed or do not meet certain criteria within a specified time frame. This helps in prioritizing urgent or overdue cases.
  4. Web-to-Case & Email-to-Case: These features let your customers create cases directly from your website or by sending an email, reducing manual entry.
  5. Case Comments: Keep track of all communications and notes related to a case.
  6. Solutions (deprecated in Lightning but available in Classic): This is a knowledge base where common issues and resolutions can be stored. Agents can associate relevant solutions with cases to assist in resolution.
  7. Knowledge (for Lightning Experience): This is an upgraded version of Solutions which integrates with the Case object. It allows agents to find and attach articles that can help solve customer issues.
  8. Entitlements & Milestones: Define the support levels and service timelines that customers are entitled to. Milestones ensure that agents meet the required service level agreements (SLAs).
  9. Case Merge: Merge duplicate cases into a single record, ensuring that all related information is consolidated.
  10. Case Teams: Define and add multiple users with different roles to a case, promoting collaboration.
  11. Macros: Automate repetitive tasks. For instance, a macro could be set up to send a common response to a customer and then close the case.
  12. Case Feed: View all interactions related to a case in a feed-based layout. This includes emails, comments, and field updates.
  13. Case Hierarchies: Link related cases together, allowing agents to easily see connected issues.
  14. Omni-Channel: Distribute cases to agents based on their availability and capacity, ensuring a balanced workload.
  15. Service Cloud Console: An optimized user interface for agents that provides a unified view of cases, related records, and other tools needed to resolve issues efficiently.
  16. Path & Guidance for Success: Display the stages of case resolution in a visual manner and provide agents with recommended steps and resources at each stage.
  17. Quick Text: Store and insert commonly used phrases into case comments, emails, and other text fields to speed up responses.
  18. Case History: Track all changes made to a case, including who made the change and when.

These are just some of the out-of-the-box features that Salesforce provides to enhance the management and tracking of cases. Organizations can further customize and optimize the Case object by using point-and-click tools or code to fit their specific requirements.

Join the conversation

Your email address will not be published. Required fields are marked *

error: Content is protected !!