Split Salesforce Cases with ZaapIT: Give Each Support Issue Its Own Case
When should a support agent split a Salesforce case?
Split a case when one customer conversation contains distinct issues that need their own owner, priority, or resolution. A generator that will not start and a disputed service invoice may arrive in the same phone call, but fixing the equipment does not settle the bill. ZaapIT’s new Split Case feature lets agents prepare a separate case, choose field values and select related records to copy or move, and optionally link the new case as a child of the original. After a successful split, agents can split the original case again for another issue or use Restore split to undo the indicated split. Here is an illustrative support scenario and a practical walkthrough using the new feature.
