A Case is a detailed description of a customer’s feedback, problem, or question. Your organization can use Cases to track and solve your customer issues. You can enter Cases manually in the Cases tab, or your admin can set up Web-to-Case and Email-to-Case to gather customer feedback from your company’s website and customer emails. Your customers can also create and submit new Cases on your Self-Service portal.

The Cases tab displays a home page that lets you quickly create and locate Cases. You can also sort and filter Cases using standard and custom list views. In addition, the Cases tab lets you view and edit detailed information on all Cases. Optionally, Salesforce Professional, Enterprise, Unlimited, and Developer Edition organizations can enable the console to find, view, and edit Cases and their associated records quickly on one screen.

ServiceMax extends the standard capabilities of the Salesforce Case screen to capture product information and perform entitlement checks using warranty and service contracts. In addition, other service transactions such as Returned Material Authorization (RMA), Shipment, or Work Order can be launched from the Case screen.

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