---
title: "Access your documentation on Salesforce Cases page"
slug: "cases-page"
description: "Document360 app is available on the Cases home page on Salesforce. Support agents can review cases to see how they can deliver better service."
tags: ["Extensions", "Salesforce"]
updated: 2025-05-23T11:57:30Z
published: 2025-05-23T11:57:30Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Cases page

In **Salesforce**, a Case refers to a customer query, feedback, or concern. Support agents use **Cases** as reference points to enhance service delivery. Customers may reach out through various channels such as phone, email, web, or social media platforms.

Integrating Document360 with the **Cases** home page on **Salesforce** streamlines access to knowledge base articles directly within the **Salesforce** console. This integration facilitates quicker resolution of customer issues by providing agents with relevant information at their fingertips.

---

## Integrating Document360 and **Cases** home page

To set up a connection between Document360 and **Cases** in **Salesforce**, follow the below steps:

1. From the **Salesforce** home page, navigate to **Service**, then select **Cases**.
2. The recently added **Cases** are displayed on the **Cases** home page. If you don't have any active **Cases**, you can create a new one.
3. To add a new case, click **New** at the top right.

In the panel, you can provide details about your new case, such as its nature, customer information, case origin, priority, and more.
4. Click **Save**.

Once the desired case is selected, its overview page will appear.
5. Click the Quick settings icon at the top right and select **Edit Page**.
6. In the Quick Find search bar, type **Lightning App Builder** to access the Lightning App Builder page, where you can customize your **Cases** page with drag-and-drop components.
7. Search for **Visualforce** in the Lightning App Builder and drag the Visualforce component onto the design page. Adjust the component's height in pixels as required in the right section.

> [!NOTE]
> ** NOTE
> 
> Make sure to utilize the exact or larger height pixel size specified during the creation of the Document360 Visualforce page. For more information, refer to the article on [Salesforce](https://docs.document360.com/docs/salesforce).

1. The Document360 app is added to the page. You can add, delete, or reposition the different components on the page.
2. Once done, click **Save**.
3. An activate component prompt appears. Click the **Activate** button.
4. Now navigate back to the **Cases** page, and the knowledge base section is added.

![5-ScreenGIF-Adding_visualforce_component_in_Cases_page-min1](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/5-ScreenGIF-Adding_visualforce_component_in_Cases_page-min%281%29.gif)

### Create Knowledge base articles in **Salesforce**

After integration, without leaving the **Salesforce** environment, you can directly create an article for your knowledge base.

1. Click the **Create article** tab.
2. Enter the title of the article.
3. Select the desired category where you want the new article to be placed.
4. Provide the article content in the Content section. You can utilize markdown syntax in this section.
5. Once you've finished, click the **Create article** button at the bottom.

> [!NOTE]
> ** NOTE
> 
> The newly created article will be in **draft state**. An admin, owner, or editor can then access the Document360 portal to review and publish the new article.

---

## Recommendations

- Document360 automatically retrieves articles relevant to your case and presents them in this tab. These articles are sourced based on keywords found in the **Subject** field of the case.
- By default, articles from the main workspace and default language are showcased as recommendations. However, you have the flexibility to adjust the workspace and language preferences using the dropdown menu located at the top widget.
- This section displays up to five articles. Each article is accompanied by its title, a brief content excerpt, options to copy the content, and the ability to open the article in a new tab.

![8_Screenshot-Recommended_tab_for_Salesforce_cases_page](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1731245955408.png)