Web to case happens to be a simplistic feature of the Salesforce CRM, which assists in the creation of customer support forms that clients can be able to add to their websites. As such, when one of your clients decides to make an entry making use of such a form, their issue will be automatically created in a case in your Salesforce application. When this happens, you and your team can then utilize the CRM’s standard automation feature to permit you to assign the given case to the right support agent to address it. The web to case also allows you to dispatch an acknowledgment to the concerned client and more to the point, keep track of the case until it is successfully resolved.
At the same time, the CRM can also be integrated with the email to case Salesforce application. This one runs on virtually any server to connect to a specified email mailbox. It works by processing any new message that may have been left there and ultimately creates a case on Salesforce. This is more or less the same task that web to case handles. Below is a web to case Salesforce tutorial for those who may be in the dark over what it really has to offer.
When Should Use Web to Case?
The web to case feature can be ideal if you have a customer support form on your company’s website, which isn’t integrated into the Salesforce CRM. It can also be excellent if you are contemplating on adding one to your website. The main benefit of using web to case is the fact that it allows you to push customer support issues straight into the CRM. This can save you and your team a lot of time that you would ordinarily use in manually logging these cases. Additionally, the information that is created in web to case is structured, making it very easy to comprehend the issues at just a glance.
Web to Case Salesforce Tutorial
This web to case Salesforce tutorial will now go through the steps of enabling this feature on your CRM. To begin with, it is important to note that only users of Salesforce professional edition and above can be able to use web to case. First navigate to setup and input “web to case” in the quick find box, and then select web to case. Next, select to enable web to case option, before choosing a default case origin. Always ensure you have sufficient Salesforce browser support while doing this. Next, choose the default response Salesforce email templates, which will automatically notify your clients that their case was successfully created. Then enter your email signature, if you don’t wish to utilize the default signature and finally save.
Visualforce And Force.com
There are situations when your requirements for what your web form should appear or how the case creation process should occur, can make web to case inadequate. On the other hand, you may need to obtain extra information to cross-reference with other related records in Salesforce. In such circumstances, Salesforce provides Visualforce and the force.com platform. Both of which can allow you to create dynamic web pages, which can be viewed on public internet by visitors to your company’s website.
As you can see, web to case can be an excellent tool to quickly address any issues your clients might have the minute they are created as cases on Salesforce. Hope this web to case Salesforce tutorial has been insightful.