Streamlining Case Management with Salesforce Support Settings

Salesforce Support Settings offer a powerful way to automate and customize case management, helping support teams respond efficiently and consistently. By configuring these settings, administrators can control how cases are assigned, notified, and tracked throughout their lifecycle.

Accessing Support Settings

To modify support settings, users need the Customize Application permission. From Setup, enter Support Settings in the Quick Find box, select it, and click Edit.

Key Configuration Options

• Default Case Owner: Assigns a fallback user or queue for cases that don’t match assignment rules. The owner must be active.
• Notify Default Case Owner: Sends system-generated notifications when a case is assigned to the default owner.
• Record Type Setting: Choose whether to retain the creator’s record type or override it with the assignee’s default.
• Automated Case User: Defines the user shown in case history for automated actions. Can be set to “System” or a specific user with admin privileges.
• Case Creation Template: Email template used to notify contacts when a case is manually created. Requires layout configuration in Lightning Experience.
• Case Assigned Template: Notifies users when a case is manually reassigned. Not available for Experience Cloud site users.
• Case Close Template: Sends closure notifications to contacts.
• System Email Notifications: Sends notifications from a system address to avoid out-of-office replies.
• Notify Case Owners on Ownership Change: Automatically selects the notification checkbox when ownership changes.