See Related Work at a Glance with Case Hierarchy

Let your support agents clearly see child-parent relationships on cases to understand related work. View any case in the hierarchy by clicking on the case number. Adjust the columns to show other case field details, like subject or location. Previously, this feature was available only in Salesforce Classic.

Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions. Case hierarchy is not available in Communities.

Who: Give your users read permission on cases and set the field-level security for the Case Parent field to read.

How: Edit the case page layout and add the Parent Case field and the View Case Hierarchy action to Salesforce Mobile and Lightning Experience Actions.

You can choose which case fields to show as Hierarchy Columns. By default, the hierarchy view uses the same columns as the recently viewed cases list view.

Case hierarchy view
Users can expand and collapse parts of the list and click a case number to view any case in the hierarchy.