Salesforce Web-to-Case

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

To allow the cases to be submitted through the web we need to enable it then we need to create a web form. While generating the web form we can specify the fields we would like to capture from our customers while submitting a case.

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

The values entered through the web will be stored in the newly created Case in the Web Name and Web Email fields. If that email address happens to be associated with a Contact in your system, then it will automatically associate that case with the contact who has that email address, and with the account associated with that contact.

If that email address is not found, or it discovers more than one contact with that email address, then it will not know which contact to associate to 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.

Assignment Rules

Case assignment rules 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 1 can be active at a time.

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

Next up is Email to Case.