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+2,000 points

Case Management Specialist Superbadge

Complete the capstone assessment to earn the Case Management Specialist Superbadge

~1 hr

Case Management Specialist Superbadge

What You'll Be Doing to Earn This Superbadge

  1. Understand the stages of a case from submission to completion.
  2. Describe the fundamentals of dynamic case management.
  3. Review case priority based on channel and case origin.

Concepts Tested in This Superbadge

  • Service Agent Console
  • Case Management
  • Entitlement
  • Case Email
  • Case Routing
  • Macros
  • Omni-Channel
  • Case Feed

Case Management Specialist Superbadge

The Case Management Specialist Superbadge is a Salesforce credential composed of three superbadge units.

  1. Case Lifecycle Superbadge Unit
  2. Case Handling Fundamentals Superbadge Unit
  3. Channel Routing Superbadge Unit

Complete these units to unlock this superbadge, then complete the challenges below to earn the Case Management Specialist Superbadge.



Before you begin the challenges, review Case Management Specialist Superbadge: Trailhead Challenge Help.

Review Superbadge Challenge Help for information about the Salesforce Certification Program and the Superbadge Code of Conduct.

About the Case Lifecycle Superbadge Unit

Case Lifecycle Superbadge Unit Logo

Case Lifecycle Superbadge Unit
Tackle cases in the Service Console by utilizing your expertise as an agent.

Case Lifecycle Help Article

About the Case Handling Fundamentals Superbadge Unit

Case Handling Fundamentals Superbadge Unit Logo

Case Handling Fundamentals Superbadge Unit
Demonstrate proficiency in handling cases and resolving customer issues.

Case Handling Fundamentals Help Article

About the Channel Routing Superbadge Unit

Channel Routing Superbadge Unit Logo

Channel Routing Superbadge Unit
Engage with customers by routing cases based on priority and origin.

Channel Routing Help Article

Become a Case Management Specialist

Once you’ve completed the three superbadge units and the challenges below, you’ll be a bona fide Case Management Specialist!



You do not need a Salesforce org to complete the challenges in this superbadge. You can skip the Ready to Tackle This Superbadge? section below.

Ready to Tackle This Superbadge?

Please first complete the prerequisites and the challenge for Case Management Specialist Superbadge will be unlocked.

~1 hr