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Case Split: Resolve Cases Efficiently

Separate unrelated issues into their own cases

Overview

Case Split is a Salesforce-native app that automatically keeps threads clean by moving secondary issues and their context into new, separate cases. Increase service rep productivity and improve the quality of your case data. Install free 14-day trial now!

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See How Case Split: Resolve Cases Efficiently Works

  • 🟣 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.

When customers raise multiple issues in a case, it is harder to route and resolve. Metrics such as initial response time, SLA attainment, and total resolution time are less accurate when cases are open longer due to unrelated issues. Case Split breaks multi-issue cases into separate cases. Each issue gets its own owner, lifecycle, and metrics. Agents choose which emails, attachments, comments, and custom objects move to the new case. Cases can also be split into an existing case that's already in progress. The result is cleaner data, faster resolution, and accurate KPIs. Case Split is 100% native to Salesforce, supports standard and custom objects, and is part of the Service Experience Suite.

Categories

Business Needs
Customer Service
Agent Productivity
Case Management
Industries
Horizontal Product
Personas
Administrator
Business Operations Manager
Service Agent / Supervisor
Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Native App
No Limits
Lightning Ready
Managed Package

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