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Salesforce Cases
For service teams, Cases are where the work happens. Every support request, escalation, and resolution lives here. WorkSights brings case activity into the timeline continuously, so CS leaders can see how the queue is moving, where cases are stalling, and which accounts need attention, without pulling a report or sitting in a service review.
For connection steps and an overview of how Salesforce activity works, see Salesforce Integration Overview.
How Case Activity Appears
Case creation appears with the account and case subject in the breadcrumb:
- ABC Inc > Onboarding Support > Case Created
The detail includes subject, priority, status at creation, and case number, giving immediate context about what kind of case opened and where it stands.
Status transitions show the new status in the title and arrive within seconds of the change in Salesforce:
- Onboarding Support – Working
- Onboarding Support – Escalated
The detail confirms the change: Salesforce Case status change / Fields: Status, Last Modified Date
Field updates appear within 10 minutes and list the fields that changed:
- Updated Case: Onboarding Support
The detail shows which fields changed, for example: Salesforce Case update / Fields: Owner ID, Last Modified Date
If multiple fields change in the same case within 10 minutes, WorkSights consolidates them into a single activity entry and updates the fields list rather than creating one entry per change.
Case activities appear in the Ticket category.
What WorkSights Receives
Case creation and status changes arrive within seconds. Field updates including the owner changes, priority shifts, and any other fields your Salesforce admin has enabled for history tracking appear within 10 minutes.
The breadth of what appears in field updates depends on your Salesforce configuration. Owner changes are tracked on every case by default. Most service teams also enable Status, Priority, and Origin, and WorkSights surfaces them all automatically. Custom fields appear too, as long as history tracking is enabled for them in Salesforce.
WorkSights backfills 30 days of case history on first connect. Salesforce retains up to 18 months depending on your edition, so if your team needs activity from further back, contact us via in-app support chat with the time range you need.
What Is Not Captured
Feed posts and inline comments made inside a case appear under the Comments & Updates feature, not here. See Comments & Updates for details.
Field history tracking must be enabled per field in Salesforce for those changes to appear in WorkSights. If a field change is not appearing, go to Setup → Object Manager → Case → Fields & Relationships → Set History Tracking and confirm the field is checked.
Case changes triggered by automation or system processes are excluded. Only activity from mapped Salesforce users appears on the timeline.