The Case object in Salesforce is a fundamental component of Service and Support Applications, designed to track and manage customer inquiries, problems, or requests. It serves as the central record for capturing customer issues and monitoring their resolution throughout the support lifecycle.
Key …The Case object in Salesforce is a fundamental component of Service and Support Applications, designed to track and manage customer inquiries, problems, or requests. It serves as the central record for capturing customer issues and monitoring their resolution throughout the support lifecycle.
Key Standard Fields on the Case Object include:
**Case Number**: An auto-generated unique identifier assigned to each case for easy reference and tracking.
**Status**: Indicates the current stage of the case (New, Working, Escalated, Closed). Administrators can customize these picklist values to match business processes.
**Priority**: Defines the urgency level (High, Medium, Low) helping agents prioritize their workload effectively.
**Origin**: Captures how the case was created - Phone, Email, Web, Chat, or other channels.
**Subject**: A brief description summarizing the customer issue.
**Description**: Detailed information about the problem or request.
**Contact and Account**: Lookup fields linking the case to the customer contact and their associated account, providing context about the customer relationship.
**Case Owner**: The user or queue responsible for resolving the case.
**Case Reason**: Categorizes why the customer contacted support.
**Type**: Classifies the nature of the case (Question, Problem, Feature Request).
**Web Email and Web Name**: Auto-populated when cases are created through Web-to-Case functionality.
**Closed Date**: Timestamp when the case was resolved.
**Escalated**: Checkbox indicating whether the case has been escalated.
Administrators can customize the Case object by adding custom fields, creating record types for different support scenarios, and implementing validation rules. Page layouts control field visibility based on user profiles, while field-level security restricts access to sensitive information.
Cases support features like assignment rules for automatic routing, escalation rules for time-sensitive issues, and auto-response rules for customer acknowledgment. Understanding Case fields enables administrators to configure efficient support processes and meaningful reporting.
Case Object and Fields: A Complete Guide for Salesforce Administrators
Why Case Object and Fields Are Important
The Case object is the foundation of Service Cloud and represents customer inquiries, problems, or feedback. Understanding Case fields is essential for Salesforce Administrators because it enables proper configuration of support processes, reporting, and automation. Cases drive customer satisfaction metrics and help organizations track and resolve customer issues efficiently.
What Is the Case Object?
A Case is a standard Salesforce object that stores detailed information about a customer's question, complaint, or request for service. Each Case record contains various fields that capture critical data needed to manage and resolve the issue. Cases can be linked to Accounts, Contacts, Assets, and other objects to provide context for support agents.
Key Standard Case Fields
Case Number: A unique, auto-generated identifier for each case.
Status: Indicates the current stage of the case (New, Working, Escalated, Closed). This is a critical field for tracking case lifecycle.
Priority: Defines the urgency level (High, Medium, Low).
Case Origin: Shows how the case was created (Phone, Email, Web, Chat).
Case Type: Categorizes the nature of the inquiry (Question, Problem, Feature Request).
Case Reason: Provides more specific categorization of why the customer contacted support.
Subject: A brief description of the case issue.
Description: Detailed information about the customer's problem or request.
Contact Name: Links to the Contact who reported the issue.
Account Name: Links to the associated Account record.
Asset: Links to the specific product or service related to the case.
Escalated: A checkbox indicating whether the case has been escalated.
Closed: A checkbox that indicates the case is closed.
How Case Fields Work Together
Case fields work in combination to enable automation and reporting. For example:
- Status and Escalated fields can trigger escalation rules when cases remain unresolved. - Case Origin helps track which channels generate the most support requests. - Priority and Type can drive assignment rules to route cases to appropriate queues or agents. - Contact and Account lookups provide agents with customer context and history.
Administrators can create custom fields to capture organization-specific data and use validation rules to ensure data quality.
Case Lifecycle and Status Values
The Case Status field is picklist-based and can be customized. Default values include New, Working, Escalated, and Closed. Administrators configure which status values are available and can set up processes based on status changes. The system tracks when cases are opened and closed for SLA measurement.
Exam Tips: Answering Questions on Case Object and Fields
Tip 1: Know Your Standard Fields Memorize the purpose of each standard Case field. Exam questions often test whether you understand the difference between Case Origin, Case Type, and Case Reason.
Tip 2: Understand Field Relationships Remember that Cases have lookup relationships to Account, Contact, and Asset. Questions may ask about data visibility or related lists.
Tip 3: Focus on the Status Field The Status field is fundamental to Case management. Understand how it affects escalation rules, assignment rules, and reporting. Know that closed cases have specific status values.
Tip 4: Recognize Automation Triggers Questions may present scenarios about when to use certain fields for automation. Priority, Status, and Escalated are commonly used in workflow rules and process automation.
Tip 5: Read Scenarios Carefully Exam questions often describe business requirements. Match the requirement to the appropriate field. For tracking support channels, think Case Origin. For urgency, think Priority.
Tip 6: Remember Case Origin Defaults Know that Web-to-Case and Email-to-Case automatically populate the Case Origin field with appropriate values.
Tip 7: Consider Data Entry Requirements Questions may ask about required fields or page layouts. Understand how field-level security and page layout assignments affect what agents see and can edit.