How to set up cases in your Salesforce Org?
When setting up Cases in your Salesforce org, one of the first things you need to do is decide which service channels you are going to offer to your customers, i.e. the origin of the support requests that will turn into Salesforce Cases.
How to upgrade the case feed in Salesforce classic?
In Salesforce Classic Case Feed Upgrade Process Enable Case Feed Create Permission Sets Assign Permission Set Assign Custom Profile Configure the Case Feed Page Layout Convert Page Layouts
What are the Salesforce cases standard objects?
Salesforce standard objects come with a number of features that can be leveraged to build scalable processes in your Salesforce org. Among all the standard objects, Cases is probably the object that offers the biggest number of standard features that can be utilised.
What happens when you edit a case that is not new?
So when a case that is not new is edited, it hits this rule which does not reassign the case, then ignores all other rules. Far simpler than messing around with record types etc.
What happens after you create a case?
How to use cases list view?
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How to create a case in a Salesforce Account using REST API and python ...
So now "only" how to log in. That's a bigger topic and depends if it's a backend thing or you'll have a human interacting with it, maybe logging in to SF and then coming back to your org. There's bit of reading on that (simpler if you'd use SOAP API to log in)
How to create a case automatically from live chat - Salesforce ...
Hi Vijay, Within the Service Console App, you can have a Case (and Contact, Account) auto created once a chat is accepted. See Attached Screenshot for your reference.
What is Salesforce case?
The Case object is the main object of Salesforce Service Cloud and a Case typically represents a customer’s issue, question, or feedback and its resolution process. Therefore, its main purpose is to store information related to each issue, question or feedback from a customer: the time taken to solve it, the support agent who dealt with it on behalf of the company, the person representing the customer who has contacted you, and the different activities needed to solve the request.
What do you need to do when setting up Salesforce cases?
When setting up Cases in your Salesforce org, one of the first things you need to do is decide which service channels you are going to offer to your customers, i.e. the origin of the support requests that will turn into Salesforce Cases.
What is Salesforce screen flow?
One of the most interesting productivity features is Screen Flows for Customer Service. Screen Flows allow you to collect information from Salesforce users through a set of screens; for instance, you can create a set of guided steps for your service agents to follow when solving a certain type of support issue that has a specific resolution procedure.
How to give Salesforce customers access to Salesforce?
By setting up a Community (Experience Cloud) you can give your customers restricted access to your Salesforce org, allowing them to take certain actions directly on the platform. For instance, you can allow them to create Cases, with the required fields and validation rules you want to enforce, and track their status along the support process. Letting your customers log and track support requests will help service agents get the data they need from the beginning, decreasing Case resolution time, and reducing the likelihood that customers contact you again inquiring about the status of their support request.
What is Omni Channel in Salesforce?
If you are planning on setting up several service channels in your Salesforce org, or if your support agents have different skills like in the above-mentioned scenarios, Omni-Channel is the best solution to ensure Cases are routed to the right agent. You can configure Omni-Channel to route Cases based on Queues or Skills, taking into account the number and type of Cases assigned to every agent and their availability.
What is standard functionality in Salesforce?
In general, you should always use them before resorting to custom functionalities; however , there will be many times in which standard features will not be enough to build a process you need for your business and , in those cases, you should, of course, resort to custom solutions.
How does Case Team work?
Case Teams enable team collaboration by allowing several users to be granted access, such as read-only or read and write, to a specific Case record. You can also give customers access to a given Case by adding their Contact to the Case Team if they are enabled as customer portal users.
What happens after you create a case?
After you create a case, you automatically see it open within the console. But what if you need to navigate to another case? Or what if you want to see a list of cases?
How to use cases list view?
The cases list view is just like other lists views, except it is only for cases. Use the list view dropdown menu (1) to select different lists or click New to create your own. You can also click the pin icon (2) to pin (or unpin) your favorite list view so that it’s the one you always see when you open the cases tab.
What happens when you change the record type ID in a case?
As part of the Case creation change the records type id to a new record type and it gets assigned to new page layout which will not have AR checkbox selected.
Can you fire assignement rule for record creation?
If you want to fire the assignement rule for record creation not record edit, you can acheive this by using before insert trigger. It is not possible to acheive this in configuration level.
What is Salesforce validation?
Salesforce Validation rules verify that the data a user enters in a record meets the standards you specify before the user can save the record.
What is SOQL in Salesforce?
Use the Salesforce Object Query Language (SOQL) to search your organization’s Salesforce data for specific information.
How many slides are there in Salesforce Certified JavaScript Developer I?
The Salesforce Certified JavaScript Developer I video series all slides section-wise you can access here with the single click. A total of eight session slides are available.
What happens after you create a case?
After you create a case, you automatically see it open within the console. But what if you need to navigate to another case? Or what if you want to see a list of cases?
How to use cases list view?
The cases list view is just like other lists views, except it is only for cases. Use the list view dropdown menu (1) to select different lists or click New to create your own. You can also click the pin icon (2) to pin (or unpin) your favorite list view so that it’s the one you always see when you open the cases tab.
