Salesforce Features

Case Hierarchies

Streamline the Management of Related Cases

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  • Increase visibility of related issues by linking cases
  • Gain insight into complicated issues by tracking associated sub-cases
  • Quickly update related cases

In complex service organizations with large case loads, agents can be more productive in resolving issues when they have insight into cases that are related to the one at hand. Spring ’07 streamlines case resolution by linking related cases. Users can create a hierarchy of relationships between cases and can quickly update cases when the root cause is changed. Users can create multiple sub-cases under one parent case to ensure that complex issues are properly tracked and resolved.

This feature is available in all Editions.

This feature is disabled by default but can be enabled by the organization’s salesforce.com administrator.

Training, Documentation, & Best Practices

Feature Details

  • Parent/Child Relationships: Users can create multilevel case hierarchies and group cases together by setting up parent/child relationships among related cases.
  • View Hierarchy: A hierarchy view gives an at-a-glance view of all cases related to one other.
  • Mass Update: The mass update function quickly closes, reassigns, or changes the status of all related cases at once.

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5 Comments Bookmark

5 Comments

Tim Alsop
February 28

Will the case hierarchies be visible to customers when they use the self-service portal ? If not, what about the customer portal ?
Brad Harrington (salesforce.com)
March 1

Tim

Thanks for the commment. Case Hierarchies will not available in the existing self service portal, it will be available in the new Customer Portal.

Regards,
Brad Harrington
Senior Product Manager, Service & Support Salesforce.com
Teresa
March 9

Is it possible to also see the relationship between the linked cases in reports or only in the view?
Matt Gvazdinskas (Infowelders)
March 13

Teresa:

Reporting is pretty straightforward. Add the field for Related Case ID or Related Case # to your report to show relationships.

Release Notes:
http://na3.salesforce.com/help/doc/en/salesforce_spring07_release_notes.pdf
see page 6 for details
Matt Gvazdinskas (Infowelders)
March 13

Teresa:

Reporting is pretty straightforward. Add the field for Related Case ID or Related Case # to your report to show relationships.

Release Notes:
http://na3.salesforce.com/help/doc/en/salesforce_spring07_release_notes.pdf
see page 6 for details