Salesforce case layouts are undergoing a significant update to improve data accessibility and streamline internal workflows. Finding critical data should not be a challenge, and these enhancements are designed to prioritize speed, clarity, and cross-team collaboration.
What is changing?
The primary update focuses on how information is viewed and managed after a case has been created. Please note: The workflow for creating cases remains exactly the same. No new steps or required fields are being added to the intake process.
The new interface moves away from dense configurations to a high-visibility layout:
- At-a-glance insights: Key information is now surfaced front-and-center, allowing for an immediate understanding of case status.
- Faster updates: Fields are organized logically, enabling quicker and more accurate data entry.
- Future-proofing: This new architecture is a requirement for upcoming features, including case transfers and further platform enhancements.
Impact across JMP
This update serves as a productivity engine for every department, including Technical Support (Americas and Japan), Engagement, Finance, DDQ, R&D, Sales, Security, and Business Operations.
"The enhanced case layout will improve how JMP Accounts Receivable accesses and views stakeholder information and responds to inquiries. Beyond improving internal team efficiency, it will also enable stronger collaboration with JET and DDQ through smoother case handoffs and coordinated resolution of more complex issues."
– Tara Kupselaitis, Finance
"The JMP Engagement team communicates with customers throughout the day using Salesforce cases. With the upcoming case layout enhancement, information can be accessed faster, the case transfer process will be streamlined, and cases will be resolved more efficiently, ultimately improving customer satisfaction."
– Gary Catalfu, JMP Engagement team
“For Technical Support, the new case layout puts the right details front and center. Less frequently used sections remain easily accessible, but the expanded area for composing replies and reduced number of clicks are welcome enhancements that allow us to stay focused on resolving the customer’s request.”
– Wendy Murphrey, Technical Support
Support and hypercare
To ensure a seamless transition, a "Hypercare" period will begin one week after the launch. Internal support will be available during this time to answer questions and assist staff in navigating the new views.
Employees are encouraged to review the "Before" and "After" images in the Salesforce Resource Hub. The "Before" image illustrates the previous dense layout, while the "After" images demonstrate how case information can now be gleaned with a glance.
After: Wide Layout with easy access to most features
Before: Compact, Difficult to navigate
