Describe the capabilities of case management (e.g., case processes, case settings, and case comments).
Salesforce provides the standard Case object to handle support interactions. Many case management features exist to define and automate case handling processes. Multiple case processes with different case statuses can be configured, and progress can be documented in case comments.
Support processes define which picklist values in the Status field of the Case object are relevant and available for a process. Multiple support processes can be created in a single org, to support different case processes.
To make support processes available to users, a case record type must be created and linked to the support processes. Base on the record type, access to support process can be controlled on profile or permission set level.
The support settings specify key default values for case management. Those apply if they an appropriate value cannot be determined due to automated processes or missing default values for case creators.
Default values defined in support settings include:
Case comments allows service users to document case progress and information. They can remain private or marked as public. Private case comments are only visible to internal Salesforce users with access to the case. Case comments marked as public are visible to the partner users linked as case contacts in Salesforce Communities or Chatter Answers. Partner users can also be allowed to add case comments themselves.