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Cases and collaboration

Create, investigate, and resolve cases. Coordinate replies, discussions, mentions, tasks, and handoffs while keeping customer context and ownership clear.

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Plan and complete case work in Task Center Use discussions and mentions to coordinate internal work Review and manage agent notifications Find cases, people, companies, and knowledge with Search Use response templates consistently in case work Use notifications to notice, investigate and follow up on support work Schedule a case email, change its send time, or return it to a draft Choose email recipients, Reply address, and reply mode for a case activity Create repeatable onboarding or service cases from a source-case template Receive case email alerts and reply through the correct Supportbench thread Merge duplicate cases, contacts, and companies in Supportbench Use Case notes, Internal Notes and Customer Notes for the right purpose Publish operational messages and notifications with the right audience and follow-up Understand case fields and choose the right customer, routing, and commitment context Manage selected cases with bulk actions Create a case with the right customer context and ownership Work a case from first response to resolution Record activity time accurately and configure automatic time spent