Case
Manages customer service and support cases, tracking issues, resolutions, and customer interactions.
Columns
| Name | Type | ReadOnly | References | Description |
| Id [KEY] | String | True |
Unique identifier for the case record. | |
| IsDeleted | Boolean | True |
Indicates whether the case has been deleted (true) or is active (false). | |
| CaseNumber | String | True |
Auto-generated number that uniquely identifies the case. | |
| ContactId | String | False |
Contact.Id |
ID of the contact associated with the case. |
| AccountId | String | False |
Account.Id |
ID of the account associated with the case. |
| AssetId | String | False |
Asset.Id |
ID of the asset related to the case, such as a product or equipment. |
| SuppliedName | String | False |
Name provided by the customer when the case was submitted. | |
| SuppliedEmail | String | False |
Email address provided by the customer when submitting the case. | |
| SuppliedPhone | String | False |
Phone number provided by the customer when submitting the case. | |
| SuppliedCompany | String | False |
Company name provided by the customer during case submission. | |
| Type | String | False |
Category or type of the case, such as Question, Problem, or Feature Request. | |
| RecordTypeId | String | False |
RecordType.Id |
ID of the record type that defines the business process, picklist values, and layout for the case. |
| Status | String | False |
Current status of the case, such as New, Working, or Closed. | |
| Reason | String | False |
Reason the case was opened, such as Installation or Breakdown. | |
| Origin | String | False |
Source of the case submission, such as Email, Phone, or Web. | |
| Subject | String | False |
Short title or summary of the case. | |
| Priority | String | False |
Indicates the urgency of the case, such as High, Medium, or Low. | |
| Description | String | False |
Detailed description of the issue or inquiry reported in the case. | |
| IsClosed | Boolean | True |
Indicates whether the case has been closed (true) or is still open (false). | |
| ClosedDate | Datetime | True |
Date and time when the case was closed. | |
| IsEscalated | Boolean | False |
Indicates whether the case has been escalated for higher-level attention. | |
| HasCommentsUnreadByOwner | Boolean | True |
The value is 'true' if there are new self-service comments that have not been read by the case owner. | |
| HasSelfServiceComments | Boolean | True |
The value is 'true' if the customer has submitted any self-service comments on the case. | |
| OwnerId | String | False |
ID of the user or queue that owns the case. | |
| CreatedDate | Datetime | True |
Date and time when the case was created. | |
| CreatedById | String | True |
User.Id |
ID of the user who created the case. |
| LastModifiedDate | Datetime | True |
Date and time when the case was last updated. | |
| LastModifiedById | String | True |
User.Id |
ID of the user who last modified the case. |
| SystemModstamp | Datetime | True |
Timestamp of the last system update to the case record. | |
| LastViewedDate | Datetime | True |
Date and time when the case was last viewed by the current user. | |
| LastReferencedDate | Datetime | True |
Date and time when the case was last accessed through a reference, such as a related record. | |
| EngineeringReqNumber__c | String | False |
Custom field indicating the associated engineering request number, if applicable. | |
| Product__c | String | False |
Custom field representing the product related to the case. | |
| SLAViolation__c | String | False |
Custom field that tracks whether the case has violated its service level agreement. | |
| PotentialLiability__c | String | False |
Custom field indicating any potential liability linked to the case. | |
| TCO_Presentation__c | Datetime | False |
Custom field noting the scheduled or actual date of the Total Cost of Ownership (TCO) presentation. |