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Web-to-Case in Salesforce

What You’ll Learn

  • What is Web-to-Case in Salesforce?
  • What are Case Assignment Rules in Salesforce?

If you want your customers to seamlessly submit support requests directly from your website, then Web-to-Case in Salesforce is your savior. It also allows those requests to get routed to the right agent automatically. You can now create a custom web form on your company website.

Customers can easily submit support requests through this form, eliminating the need for emails or calls. On the other hand, assignment rules in Salesforce save time by eliminating manual case routing and ensuring each case reaches the agent that is best equipped for faster resolution.

What is Web-to-Case in Salesforce?

The process of capturing cases from a website is called Salesforce Web-to-Case. It allows organizations to generate a Salesforce Web-to-Case form to add to their company’s website. Their Support & Service customers can easily create a case within Salesforce.com using this form.

We must turn on Salesforce web-to-case and create a web form to allow cases to be submitted through the web. While generating the web form, we can specify the fields we want to capture from our customers when submitting a case.

In the Salesforce Web-To-Case form, fields like name and email should always be set to be required explicitly. It asks for the return URL and where the page will be redirected when the case is submitted through the web form.

The values entered through the web will be stored in the newly created Case in the Web Name and Email fields. Suppose that email address is associated with a Contact in your system. In that case, it will automatically associate that case with the contact in that email address and the account associated with that contact.

If that email address is not found, or it discovers more than one contact with that email address, it will not know which contact to associate with the case. In that instance, it will leave the Contact and Account fields on the case blank and allow you to fill them (which you can generally find using those Web Name and Web Email fields). It is limited to receiving 5000 cases per day.

Salesforce runs field validation rules before creating records submitted via Web-to-Case and only creates records that have valid values.

Settings on Web-Generated Cases

The following settings are available on the Salesforce web to case:

1. Case Owner

You can create an active case assignment rule to automatically assign web-generated cases to users or queues based on specific criteria in those cases. Cases that do not match any of the assignment rule criteria are assigned to the Default Case Owner specified in your Support Settings.

2. Case Status and Origin

For new web cases, use the default status that you selected from the Case Status picklist values. The admin selects the default value for the Origin field during the Salesforce Web-to-Case setup.

3. Case Age

The age of an open case is the time that has elapsed from its creation to the present. The age of a closed case is the elapsed time from its creation to the time it was closed. Case reports include a list named “Units” that lets you choose to view the age in days, hours, or minutes.

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What are Case Assignment Rules in Salesforce?

Case assignment rules in Salesforce are similar to lead assignment rules. It automatically assigns case records to a particular user or queue based on different conditions. A case assignment rule can contain many rule entries that determine the assignee of a case.

Rule entries contain the conditions a case must meet to be assigned to a user or a queue. We can create as many assignment rules as we want, but only one can be active.

“Don’t Reassign Owner” determines whether the user whose process stack is in use becomes the owner of the ruling entity or whether it remains owned by its creator user. Case teams can also be assigned to cases, which will help close them more effectively.

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