Salesforce Support Processes

Support processes in Salesforce allow to create different process cycle a Support executive follows to resolve a case. We can set up different support processes to control the steps our users follow to resolve a case because there are different steps through which a case gets in the process of resolving which varies from company to company & department to department.

In the Salesforce Support process, we define the picklist values of the Status field which will be available to the user using that support process. By implementing different support processes, we can have different resolving process cycle for each kind of case. Support processes are included in record types which can be assigned to the user’s profile to have a different case resolving process.

Setting up each process takes several steps:

Step1: Create the case stages needed in the case resolution process.

Step2: Name the support process, and select what stages are included in that particular process.

Step3: Create a record type for the support process. Record types link the sales process to the page layout that goes with it.

Auto Response Rule

Case Auto-response rules are similar to lead auto-response rules. They automatically send an email response to the case submitters who submit the case from Web or Email or Customer Portal or Self-Service Portal. We can create as many auto-response rules as we want but only 1 can be active at a time. A rule can contain many rule entries.

Rule entry specifies the:

• Sort Order determines the order of evaluation of rule entries.
• Entry criteria which determines that the response will be sent through which rule entry.
• Email template which will be used to send the response.
• “From” address & Name mentioned in the response.
• Reply-to address where can give the reply of the response.
• “Send response to all recipients” checkbox which allows you to send the response to all those mentioned in the To or CC of the original message.

Salesforce processes each rule until it finds a match between the case attributes and the rule entry criteria. When it finds the first match it sends the response according to it and other rule entry criteria after it is not evaluated. If none of the rule entries matches the criteria then the response is sent according to “Default Response Template” specified in Web-to-Case settings to the cases registered from Web.

Let’s now look at Web to Case and Assignment Rules.