How to Update the Priorities field in Service Cloud

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Service Cloud allows for you to customize the Priority field. You can add or remove Priorities levels. This feature was a long time request in Desk, which didn't allow for these edits to be made to the Priority Field.

Here's how you can do it in Service Cloud:

Go into Setup by clicking on the Cog Icon. Once in there click on the Object Manager tab to the left hand side:

Once you have selected Case, you will be able to within the Case Object, and have lots of options on the left hand menu. Here select Fields and Relationships:

Now scroll down to find the section labeled Priority:

Now click into the Priority field. Once you've done that, you will be taken into the section where you can add, edit, and remove certain Status types.

It is as simple as that. Now you can change up the generic 1-10 Priorities to something a little more in tune with your workflows.

Further Reading: