Create and Manage Cases
After completing this unit, you’ll be able to:
- Find, update, and create case records.
- Sort and filter cases using standard and custom list views.
As we’ve discovered, the ability to quickly create, track, manage, and resolve cases is key to effective hotline and helpline management. And, as we’ve also learned, when clients need help promptly resolving an issue, they can engage with an organization using multiple channels: in-person at the office or in the field, phone calls, website, online community, email, text, and Morse Code. (Well, maybe not Morse Code.) So, to meet its clients’ diverse engagement needs, Gorav, NMH’s awesome Salesforce admin, customized the case creation process so the NMH team can open, edit, and manage cases no matter the engagement point. We can’t cover the myriad of possibilities here, but we can show you what the typical process looks like at NMH.
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. Let’s follow along with Anthony as he quickly opens a new case to document Alex’s question and help her find the right answers.
To open a new case:
1. Log into Salesforce. Open your Service Console app. Remember that there’s more than one way to get there. NMH customized the Service Console, so Anthony first logs into Salesforce, clicks the App Launcher ( ), and uses quick find to open the NMH Housing Assistance app. If your app hasn’t been customized, click the App Launcher and use quick find for Service Console, and select the result.
2. Click on the Cases tab or use the dropdown menu in the navigation bar to find Cases
3. Click New to open the New Case page. If your org uses record types, you might be prompted to choose a record type when creating a case.
4. In the Contact Name field, search for the client and select from the list. (Contact Name is not required, so it is possible to create a case even if the client is anonymous or their name unknown.) You can also create a case for a new client from this menu— just follow the prompts to create the contact record and then come back to complete these instructions. Be aware that when you select a contact for the Contact Name field, the Account Name field defaults to the contact’s account when you save the case. You can change the account in the Account Name field by editing the case after it’s saved.
5. Select the Status. Anthony selects New.
6. Select Case Origin. This should be the engagement point with the client—in person, phone, web, etc.
7. (Optional) Select a Type, Priority, and Case Reason.
8. Enter a summary in the Subject field.
9. Complete the Description Information. Your organization might have a standard format for this section, so follow your best practices and be specific, so when you or your teammate come back to this case, the situation is clear.
10. (Optional) Select Assign using active assignment rule to have the case routed automatically to the user or queue your admin has designated.
11. Click Save.
And here it is: the new case for Alex, getting the process started for the transition to her new home. This should look familiar to you—the major Service Console areas identified in the previous unit are all here. Now you or anyone on your team can work together to resolve the case quickly.
There are a few ways to set who picks up the case and how. We already mentioned assignment rules, which automatically assign incoming cases to specific agents or queues (differentiated by case type, services required, or other criteria). You can manually change case ownership and optionally send an email notification to the new owner. If your admin has enabled Omni-Channel, you can pick up cases from the widget in the utility bar.
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.
List views, scheduled reports, and escalation rules help you keep up-to-date on your cases. Keeping the Status field current helps everyone on your team know where a case is in the workflow. Your Salesforce admin can customize the status options, but common ones are New, In Progress, On Hold, Escalated, and Closed. 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.
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?
Easy. Just like navigating objects within Nonprofit Success Pack (NPSP), all you need to do is click the Cases object tab from the navigation bar or select Cases from the object menu.
The cases list view is just like other lists views, except just for cases (hence the name). Use the list view dropdown menu (1) to select different lists or click New to create your own. You can also click the pin icon (2) to pin (or unpin) your favorite list view so that it’s the one you always see when you open the cases tab.
Select the box next to one or more cases and use List View menu options and the dropdown on each case to Edit, Close, Change Owner, and Change Status (though your options may be different depending on how your admin has configured this).
Like so many things in life, there’s more than one way to manage case records. We’ve shared our recommendations, but the best way to learn is to do, so hop to it! Review this information and the links in the Resources as much as you need to. As you become accustomed to working with Salesforce cases, you’ll discover what works best for you and your organization.