What’s a Case
A case is a customer’s question, feedback, or issue. Support agents use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.
Available in both: Salesforce Classic and Lightning Experience Available in: Essentials, Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions
Communication channels gather cases from customers’ preferred forms of contact. Channels include Experience Cloud sites for online forums, Email-to-Case for emails, Web-to-Case for web forms, Service Cloud Voice for phone calls, and more.
On the Cases tab, you can create, locate, and edit cases and also sort and filter cases and queues using standard and custom list views.
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