Case Split

Highlights

• 🟣 One Issue Per Case Eliminate scope creep by keeping every case focused on a single issue. Communication threads stay shorter, cleaner, and easier to resolve.
• 🟣 Metrics You Can Trust Resolution time, handle time, and SLA attainment reflect actual performance when each case tracks one issue.
• 🟣 AI Readiness Clean, single-issue case records give Agentforce and AI Agents the focused context they need to deliver accurate, reliable answers.
• 🟣 Data Governance Split cases link back to the original case, so the audit trail holds. Full visibility into what was split, where it went, and what moved with it.
• 🟣 Control What Moves Choose which emails, attachments, case comments, case team members, and custom objects are copied to the new case. Configure whether originals are preserved or deleted after splitting.
• 🟣 Multiple Streams of Work Teams run quotes, escalations, and billing on the case object. When parallel work lives on one case, SLAs and ownership get tangled. Case Split gives each stream its own case, owner, and SLA, linked back to the original.
• 🟣 Split From Anywhere 100% Salesforce native. Reps can split cases from anywhere in your org without switching screens.
• 🟣 Split Into New or Existing Cases Split into a brand-new case or into an existing case that's already in progress. Set the owner, contact, subject, and other field values during the split.
• 🟣 Flexible Configuration Admins control which related objects can be copied to the new case and which users have access to split.