Case Path for Lightning Experience

Use Path to set up a flow for Case records, allowing your agents to focus on the most critical information.

With Case Path, you can determine and customize the stages that are important to your organization and provide guidance for agent success. Include details about critical information for each stage of the Case plus tips for establishing and maintaining positive customer relationships, and even links to relevant feeds.

Path steps, consisting of the picklist field values can be:

  • Filtered depending on the record type
  • Reordered by changing the order of the values in the picklist field definition.
Available in: Enterprise, Performance, Unlimited, and Developer Editions