Case Management and Channels

Service CloudCase Management and ChannelsDesign the case lifecycle and the channels that feed it: support processes, Email-to-Case with Lightning threading, Web-to-Case, assignment, auto-response and escalation rules, case teams and merge, the case feed tools, plus the Apex you need for inbound email handlers, outbound email and robust Case triggers.Intermediate · about 80 minutesWhat you will learn

Design a case lifecycle with record types, support processes and closed statuses

Configure Email-to-Case and explain Lightning threading tokens, header-based threading and the legacy Ref ID

Choose between Email-to-Case and a custom Messaging.InboundEmailHandler

Fire assignment and auto-response rules from Apex with Database.DMLOptions

Send templated, threaded emails from Apex using SingleEmailMessage and org-wide addresses

Write bulk-safe Case triggers for contact matching, SLA fields and parent/child cases

Contents

The case lifecycle

Channels that create cases

Email-to-Case

Web-to-Case

Queues, assignment rules and DMLOptions

Case teams and case merge

Working the case: feed, email composer, quick text and macros

Inbound email in Apex: email services vs Email-to-Case

Sending email from Apex

Case trigger patterns

Service setup objects you will query

Worked example: reopen-on-reply with SLA-friendly status handling

Best practices

Common pitfalls

Hands-on exercises

Key takeaways