Case management enables you to make the most of each interaction and become a true champion of customer success. Automating the distribution of cases in your service organization ensures that each customer inquiry automatically and immediately gets to the right group or agent and has the quickest and most accurate resolution. Because every organization is different, you can customize Salesforce to meet your unique business processes.
Salesforce provides the below features
1. Suggested Solution
2. Case Contact Roles
3. Case Comment Notification
4. Assignment Rule
5. Auto Response Rule
6. Escalation Rule
7. Case Queue
8. Web to Case
9. Email to Case
10. Omni-Channel