:Salesforce Quick Reference

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Salesforce Quick Reference

Case Status

Always change this field first.

-None-: Case is available to all agents. Same as Open

On Hold: Not in use, yet.

Escalated: Not in use, yet.

Open: Case is available to all agents. Any agent able and willing to take the case, may do so, and assign the case to themselves

Pending: Email to customer has been sent, case has been opened, and we are waiting for a response from customer.

Resolved: Issue resolve, no further action needed.

New: Case is available to all agents. Same as Open

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