Case Flags History Tracking provides data about the case lifecycle, allowing you to answer questions such as:

• Why did a particular case take X days to resolve? Who owned it and for how long?
• How much time was spent with support vs. time spent with the customer? In business hours?
• Which users respond to customers the fastest (and the slowest)? How do we coach users towards faster response?
• Which users resolve cases the fastest (and the slowest)? What techniques are used by those who close cases faster?
• Should we automate follow-ups to customers? If so, when?
• How long are cases spending in each Status? Are we spending too much time waiting for third-party input?
• How long are cases spending in each Priority? Does the Priority change at a specific point in the resolution process?

You can choose which events are tracked with "Enable Case Flags History" enabled, such as:

• Track Case Flag clear
• Track Case Flag set
• Track Case Ownership changes
• Track Case Status changes
• Track changes to Standard & Custom Fields on case

Case Flags History Tracking records are added to the case when tracked events occur. These records can be used for reporting or included in roll-up summary fields on the case.

To view those records, be sure to add the Case Flags History Tracking Related List to your case page layout.

Note: Case Flags History Tracking works only for users whose profiles have been granted "Create" permissions, since the records are created when changes to the tracked fields happen. To view the records, users should at least have "View" permission on the Case Flags History Tracking object.

Salesforce has a limitation where packaged permission sets can't provide access to an object in a master/detail relationship with a standard object. Please ensure that all profiles that utilize Case Flags have the "Create" permission for the Case Flags History Tracking custom object.