1. Question-to-Case OverviewQuestion-to-Case lets moderators create cases from questions in Chatter, which makes iteasier to track and resolve your customers’ issues. Question-to-Case is available in the fullSalesforce site and Salesforce mobile web, as well as in communities where Chatter Questions isenabled.
2. Enable Question-to-CaseQuestion-to-Case lets moderators create cases from questions in Chatter to ensure thatyour customers’ questions are quickly resolved. Enable Question-to-Case in your communities,Salesforce organization, or both.
3. Add the Question from Chatter Field to the Case Detail ViewWhen a case is created from a question in Chatter, the Question from Chatter field on case detail pages displays a link to the original question. Thisfield helps agents quickly navigate to the feed.
4. Add the Escalate to Case Action to the Feed Item LayoutGive moderators the ability to create cases from questions by adding the Escalate toCase action to Chatter Questions pages. This action is created automatically when Question-to-Caseis enabled in your organization.
5. Confirm Access to the Escalate to Case ActionDoes your Salesforce org use more thanone record type for cases? Make sure that the profiles that need Question-to-Case have access tothe record type associated with the Escalate to Case action. If your org has only one record typefor cases, skip this process.
6. Customize the Escalate to Case Action LayoutChoose which fields appear on the Escalate to Case action, and in what order, based onthe information you need to track for each case.
7. Automatically Assign Cases from Questions to a QueueCase assignment rules aren’t supported in Question-to-Case, so by default, cases createdfrom questions are assigned to the moderator who escalates the question. You can write a workflowrule or process that automatically adds cases that were created from questions to a queue soagents can claim them.
8. Automatically Create Cases from Unresolved Questions in ChatterAs your community or organization develops, ensure that users get speedy answers to their questions. Question-to-Case lets moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient by setting up processes—similar to workflow rules—in the Lightning Process Builder. Set up a process that automatically creates a case from questions that meet specified criteria.
9. Create a Case from a Question in ChatterIf a question in Chatter hasn’t been resolved, moderators can create a case from thequestion. Question-to-Case must be enabled in your organization or community.