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want a better way to prioritize support efforts case flags can help case flags is part of the service experience suite a collection of tools aimed at improving the way customer support is delivered through salesforce the suite will improve responsiveness utilization personalization and feedback collection case flag specifically focuses on improving agent responsiveness as well as utilization lets see how with case flags my list view of cases provides a focused view of customers needing my attention flags are set when a customer responds and cleared when the agent responds so here i can see that these four cases are requiring my attention as a support rep because the flag is set while these two cases are waiting on the customers response because the flags are cleared flags will also change color the longer a customer is waiting indicating priority you can determine the timing of when a flag changes color how fast or how slow as well as what the specific colors or images are so with c