Salesforce Service Cloud

Salesforce Service Cloud Cases API

Operations for managing customer service cases

GitHub OpenAPI

Documentation

📖
Documentation
https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/
📖
Authentication
https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_oauth_and_connected_apps.htm
📖
GettingStarted
https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/quickstart.htm
📖
Documentation
https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/
📖
APIReference
https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_API_requests.htm

Specifications

⚙
OpenAPI
https://raw.githubusercontent.com/api-evangelist/salesforce-service-cloud/refs/heads/main/openapi/salesforce-service-cloud-cases-api-openapi.yml

Other Resources

🔗
Reference
https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/resources_list.htm
🔗
GraphQL
https://raw.githubusercontent.com/api-evangelist/salesforce-service-cloud/refs/heads/main/graphql/salesforce-service-cloud-graphql.md

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OpenAPI Specification

salesforce-service-cloud-cases-api-openapi.yml Raw ↑ 
openapi: 3.1.0
info:
  title: Salesforce Service Cloud Salesforce Chat REST Accounts Cases API
  description: REST API for managing live chat sessions between agents and visitors in Salesforce Service Cloud. Enables initiating chat sessions, sending and receiving messages, and monitoring chat activity.
  version: '59.0'
  contact:
    name: Salesforce Developer Support
    url: https://developer.salesforce.com/support
  termsOfService: https://www.salesforce.com/company/legal/agreements/
servers:
- url: https://{hostname}/chat/rest
  description: Chat REST API Endpoint
  variables:
    hostname:
      default: d.la1-c1-ia4.salesforceliveagent.com
      description: Your Live Agent endpoint hostname
security:
- apiKey: []
tags:
- name: Cases
  description: Operations for managing customer service cases
paths:
  /sobjects/Case:
    get:
      operationId: getCaseInfo
      summary: Salesforce Service Cloud Get Case object metadata
      description: Retrieves basic metadata and recently created cases for the Case sObject type.
      tags:
      - Cases
      responses:
        '200':
          description: Case object metadata and recent records
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/SObjectBasicInfo'
        '401':
          description: Unauthorized - invalid or expired session
    post:
      operationId: createCase
      summary: Salesforce Service Cloud Create a new case
      description: Creates a new case record with the specified field values for tracking customer service issues.
      tags:
      - Cases
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/CaseInput'
      responses:
        '201':
          description: Case created successfully
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CreateResponse'
        '400':
          description: Invalid request - missing required fields or validation error
        '401':
          description: Unauthorized
  /sobjects/Case/{caseId}:
    get:
      operationId: getCaseById
      summary: Salesforce Service Cloud Get a case by ID
      description: Retrieves a single case record by its Salesforce ID, including all accessible fields.
      tags:
      - Cases
      parameters:
      - $ref: '#/components/parameters/CaseId'
      responses:
        '200':
          description: Case record
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Case'
        '404':
          description: Case not found
    patch:
      operationId: updateCase
      summary: Salesforce Service Cloud Update a case
      description: Updates specified fields on an existing case record.
      tags:
      - Cases
      parameters:
      - $ref: '#/components/parameters/CaseId'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/CaseInput'
      responses:
        '204':
          description: Case updated successfully
        '400':
          description: Validation error
        '404':
          description: Case not found
    delete:
      operationId: deleteCase
      summary: Salesforce Service Cloud Delete a case
      description: Deletes a case record by its Salesforce ID.
      tags:
      - Cases
      parameters:
      - $ref: '#/components/parameters/CaseId'
      responses:
        '204':
          description: Case deleted successfully
        '404':
          description: Case not found
components:
  schemas:
    CaseInput:
      type: object
      properties:
        Subject:
          type: string
          description: Brief description of the case
        Description:
          type: string
          description: Detailed description of the customer issue
        Status:
          type: string
          description: Current status of the case
        Priority:
          type: string
          description: Priority level
        Origin:
          type: string
          description: Source channel
        Type:
          type: string
          description: Type of case
        ContactId:
          type: string
          description: ID of the associated contact
        AccountId:
          type: string
          description: ID of the associated account
    CreateResponse:
      type: object
      properties:
        id:
          type: string
          description: ID of the created record
        success:
          type: boolean
          description: Whether the operation succeeded
        errors:
          type: array
          items:
            type: object
          description: List of errors if any
    Case:
      type: object
      properties:
        Id:
          type: string
          description: Unique Salesforce record identifier
        CaseNumber:
          type: string
          description: Auto-generated case number
        Subject:
          type: string
          description: Brief description of the case
        Description:
          type: string
          description: Detailed description of the customer issue
        Status:
          type: string
          description: Current status of the case
          enum:
          - New
          - Working
          - Escalated
          - Closed
        Priority:
          type: string
          description: Priority level of the case
          enum:
          - High
          - Medium
          - Low
        Origin:
          type: string
          description: Source channel of the case
          enum:
          - Phone
          - Email
          - Web
          - Chat
        Type:
          type: string
          description: Type of case
        ContactId:
          type: string
          description: ID of the associated contact
        AccountId:
          type: string
          description: ID of the associated account
        OwnerId:
          type: string
          description: ID of the case owner
        CreatedDate:
          type: string
          format: date-time
          description: Date and time the case was created
        ClosedDate:
          type: string
          format: date-time
          description: Date and time the case was closed
        IsClosed:
          type: boolean
          description: Whether the case is closed
        IsEscalated:
          type: boolean
          description: Whether the case has been escalated
    SObjectBasicInfo:
      type: object
      properties:
        objectDescribe:
          type: object
          description: Object metadata
        recentItems:
          type: array
          items:
            type: object
          description: Recently created or updated records
  parameters:
    CaseId:
      name: caseId
      in: path
      required: true
      description: The Salesforce ID of the case
      schema:
        type: string
        pattern: ^[a-zA-Z0-9]{15,18}$
  securitySchemes:
    apiKey:
      type: apiKey
      in: header
      name: X-LIVEAGENT-API-VERSION
      description: Live Agent API version header
externalDocs:
  description: Chat REST API Developer Guide
  url: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/