what is Cases

Cases :

A case is a customer’s question or feedback. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.

Available in both: Salesforce Classic and Lightning Experience

Available in: Group, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Your administrator can set up communication channels to gather cases from customers’ preferred forms of contact. Channels include Communities for online forums, Email-to-Case for emails, Web-to-Case for websites, Salesforce Call Center for phone calls, and more. Some channels aren’t available for Lightning Experience.

From the Cases home page, you can create, locate, and edit cases and also sort and filter cases and queues using standard and custom list views.