Create a Case (Standard)

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To create standard cases, you must: 

• Have the Case Management feature enabled on your organization.

• Be an admin user, or a user granted either the 'Create Standard Case' or 'Manage Standard Case' permission. 

Cases can be created from an Individual Record Report: This should be used when a case should be associated with a specific survey response or another record. The case will be linked to the record and visible on the record when created via this method.

Additionally, Cases may be automatically created when a record is submitted that meets the criteria specified in a trigger.

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Create a Case from an Individual Record Report

To create a case from an Individual Record Report:

• Click on the triple-dot menu above the report

• Select Create a case

• Enter a name for the case (required)

• Enter a description of the issue and action to be taken (required if enabled)

• Select the question from the response that the case is related to (required if enabled)

• Select whether the case is Standard or Review type (required if enabled)

• Select the user(s) you would like to assign the case to a user (required if enabled)

• Click on Create