How do I make a mass update to cases in the Service Cloud Admin Console?

Document created by Canvas Doc Team Employee on Apr 19, 2017Last modified by Canvas Doc Team Employee on Aug 5, 2017
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The Mass Update button allows you to update up to 200 cases at once in the Service Cloud Admin Console. Through this update, you can assign ownership (via the Transfer To field), set the status and Canvas Component fields, and add comments.

Macros can also be applied to individual cases.

Open Cases Tab

  Open Cases Tab 

From the Service Cloud home page, open the tab that includes the cases you want to update.

Select Cases

Select Cases

To manually select the cases you would like to update, click the checkbox next to the case number [1]. To select all the cases on the page, click the checkbox above the case numbers [2].

Click Mass Update

Click Mass Update

Click the Mass Update button.

Select Mass Update Settings

Select Mass Update Settings

Select the settings for your mass update. You can apply the settings of an existing macro [1] or manually select your settings [2].

Apply Macro

Apply Macro

To apply the setting of an existing macro, select your macro [1] and click the Apply Macro button [2].

Manually Select Settings

Manually Select Settings

To manually select your mass update settings, choose from the following options:

  • Transfer To [1]: Transfer cases to a specific user
  • Status [2]: Set cases to a specific status
  • Canvas Component Section [3]: Set Canvas Component Section for all cases
  • Canvas Component Affected [4]: Set Canvas Component Affected for all cases
  • Canvas Component Action [5]: Set Canvas Component Action for all cases
  • Canvas Component Issue [6]: Set Canvas Component Issue for all cases
  • Chatter Comment [7]: Leave comment on all cases

To learn more about Canvas Components, view the Service Cloud Canvas Components PDF.

Note: None of these fields are required, but you must provide a value for at least one to save your changes.

Save Changes

Save Changes

Click the Save changes button.

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