How Question-to-Case makes it easier to resolve customers issues in Salesforce?

Hi Shradha,

Question-to-Case lets moderators create cases from unresolved questions in Chatter, which makes it easier to track and resolve your customers’ issues. Moderators can create cases from questions directly in the feed, or you can set up processes similar to workflow rules in the Lightning Process Builder to automatically create cases from questions that meet specified criteria. Cases from questions are added to a queue so support agents can claim them.

Question-to-Case is only available in communities where Chatter Questions is enabled.

1. Question-to-Case Overview: Question-to-Case lets moderators create cases from questions in Chatter, which makes it easier to track and resolve your customers’ issues. Question-to-Case is available in the full Salesforce site and Salesforce mobile web, as well as in communities where Chatter Questions is enabled.
2. Enable Question-to-Case: Question-to-Case lets moderators create cases from questions in Chatter to ensure that your customers’ questions are quickly resolved. Enable Question-to-Case in your communities, Salesforce organization, or both.
3. Add the Question from Chatter Field to the Case Detail View: When a case is created from a question in Chatter, the Question from Chatter field on case detail pages displays a link to the original question. This field helps agents quickly navigate to the feed.
4. Add the Escalate to Case Action to the Feed Item Layout: Give moderators the ability to create cases from questions by adding the Escalate to Case action to Chatter Questions pages. This action is created automatically when Question-to-Case is enabled in your organization.
5. Confirm Access to the Escalate to Case Action: Does your Salesforce org use more than one record type for cases? Make sure that the profiles that need Question-to-Case have access to the record type associated with the Escalate to Case action. If your org has only one record type for cases, skip this process.
6. Customize the Escalate to Case Action Layout: Choose which fields appear on the Escalate to Case action, and in what order, based on the information you need to track for each case.
7. Automatically Assign Cases from Questions to a Queue: Case assignment rules aren’t supported in Question-to-Case, so by default, cases created from questions are assigned to the moderator who escalates the question. You can write a workflow rule or process that automatically adds cases that were created from questions to a queue so agents can claim them.
8. Automatically Create Cases from Unresolved Questions in Chatter: As your community or organization develops, ensure that users get speedy answers to their questions. Question-to-Case lets moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient by setting up processes—similar to workflow rules—in the Lightning Process Builder. Set up a process that automatically creates a case from questions that meet specified criteria.
9. Create a Case from a Question in Chatter: If a question in Chatter hasn’t been resolved, moderators can create a case from the question. Question-to-Case must be enabled in your organization or community.

The customer can also view the case via a link on the question that’s visible only to them, while moderators see a note on the question indicating that a case was created. In your Salesforce organization. With Question-to-Case, you can now give moderators the ability to escalate questions in Chatter to cases, making it easier to track and resolve your customers’ issues.
Question-to-Case is available in the full Salesforce site and the Salesforce1 mobile browser app, as well as in communities where Chatter Questions is enabled. You can add it to your Salesforce organization, your communities, or both!. As your community or organization develops, ensure that users get speedy answers to their questions. Question-to-Case lets moderators escalate unresolved questions to cases in the feed, but you can make your case resolution process even more efficient by setting up processes—similar to workflow rules—in the Lightning Process Builder. Set up a process that automatically creates a case from questions that meet specified criteria.

Thanks