How Do I Create a Case in Salesforce (phone call)?

New Employee Practice:

  1. In Salesforce Navigate to the Service Console App. Click the 9 dots, and type "Service Console".
  2. In Salesforce, ensure you have the Cases object selected. 
  1. Click New. 
  1. Select Support Standard Customer Support Case. Click Next.

Make the following selections:

  • Contact Name: Haley Test (Sample Harper High School)
  • Status: Open
  • Case Reason: Login Info
  • Case Origin: Phone
  • Subject: Needs login information
  1. Click Save.
  2. In the case record, review the details.
  3. Click Email. Update the From field to Progress Learning Support <support@progresslearning.com>.
  4. Ensure Haley Test is in the "To" field.
  5. Click the icon to insert a template. Select All Classic Templates. Type in the search box "log in". Click the "Cannot Log in" template.
  1. Click Send.
  2. Click Post. Type "@haley" and select Haley Harper. Click Share.
  3. In the Additional Information section, click the pencil next to status and click "Closed" and Save.

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