Send outbound messages from salesforce and pass the case record ID to your external system and then query back using REST/SOAP to get the additional details. This way you can also use Chatter Rest API to fetch the feed related to the case record sent via outbound message.
Full Answer
Are Salesforce IDs case-sensitive?
The key takeaway is that Ids are always case-sensitive and case must be preserved when working within Salesforce. The only time case-insensitive is a factor is when using various tools to compare Ids.
Why Salesforce case is the best choice for customer support?
To top the experience up, Salesforce Case offers the ability to your agent to share replies and continue ongoing conversations on any channel customer prefers irrespective of the channel through which the customer had initially reached out.
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.
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.
Who can view cases Salesforce?
Salesforce adminsSalesforce admins, users with the “Modify All” object-level permission for Cases or Leads, and users with the “Modify All Data” permission, can view and take records from any Case or Lead queue regardless of their membership in the queue.
What is the difference between Email to case and on demand Email to case in Salesforce?
On Demand Email-to-Case automatically converts emails to cases, without you having to download and install an agent behind your network's firewall. Simply Configure your email system to forward case submissions to the email services address provided to you by Salesforce.
How do I share a case in Salesforce?
Click Sharing on the record you want to share. Click Add. From the drop-down list, select the type of group, user, role, or territory to add. Choose the specific groups, users, roles, or territories requiring access by adding the names to the New Sharing list.
Can you use case in Salesforce?
Cases are a Salesforce tool that agents use to interact with customers to help get their problems solved — they really are the backbone of Service Cloud! Cases are powerful records in Salesforce that keep a log of customer issues, show agents a complete customer overview, and so much more, right on the platform!
How many emails can be in a Salesforce case?
On-Demand Email-to-Case: Maximum Email Attachment Size is 10 MB. On-Demand Email-to-Case & Email Services: Maximum Number of Email Messages Processed is : Number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000. For Email Services maximum size of email can be 25MB (Body and Attachment)
Can we deploy email to case?
we can't deploy email-to-case because routing address of the Email-to-case in Sandbox and Production different. Better we implement email to case in the production.
How does manual sharing work in Salesforce?
In Salesforce Manual Sharing, records are shared individually with other users by using the share button on the record. Sometimes it is not possible to define a consistent group of users who need access to a particular record that is where manual sharing comes in.
Under what circumstances Sharing button can be enabled?
Sharing button will be available when your sharing setting is either Private or Public Read Only for an object or related object. For example, Sharing button may appear on Account even though sharing model for Account is Public Read/Write, if your sharing setting for Opportunity is Private or Public Read Only.
How do I enable manual sharing in Salesforce?
From Setup, in the Quick find box, enter Sharing Settings , then select Sharing Settings. Click Edit in the Organization-Wide Defaults area. Select the Manual User Record Sharing checkbox to display the Sharing button on user detail pages, which enables users to share their records with others.
Can you use Salesforce for case management?
As described in Service Cloud Introduction session, Salesforce Case Management allows us to record, track and solve customer issues by sales, service and support. It includes the ability to create cases either from an email (email to case), from a web form (web to case), or manually.
Is case a standard object in Salesforce?
Case Object Salesforce comes under the category of Standard Object. You can use the Case Object to manage cases for your organization. A “Case” typically represents a Customer's Query, Feedback, or Problem.
What is the use of case object in Salesforce?
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.
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 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.
Can you have more than one Salesforce user?
In some situations, more than one Salesforce user might be required to solve a support request; for example, depending on the complexity of the issue you might need a support agent, a support manager, and a product manager. If that is the case at your company, Case Teams are a useful feature for your org.
Support Customer Interactions on any Channel with a Salesforce Case
Customers today expect not only a good product but also great post Sales service. Gone are those days when customers were patient to stay on long calls with the contact center or wait for weeks to get a reply on an issue.
Email To Case
With the out-of-the-box functionality of Salesforce’s Email-to-Case, you’ll be able to create a case when your customers send an email to your Support email address.
Mass Close Salesforce Cases
To mass close cases, create a Quick Action on Cases object with a predefined value of ‘Closed’ for Cases Status. Use this button on the Cases List View to close multiple cases at a time.
Get the Right Agent for Your Salesforce Case
Another feature of Salesforce Cases is omnichannel which provides excellent routing capabilities for each case based on agent skills and availability. This feature ensures minimum wait time for customers as they are automatically routed to the first available agent with the necessary skills in their problem area.
Case Teams
Additionally, if your business requires multiple agents to work on the same case, then you can set up Case Teams. Create Case Teams to help groups of people work together to solve cases.
Access to Knowledge Articles
The Salesforce Case object provides the capability for companies to create knowledge articles that help agents and customers find a solution faster.
Reduce the Number of Salesforce Cases with a Self-Service portal
Salesforce also provides the ability to create a customer portal through Experience Cloud (formerly known as a Customer Community) where customers can log in and resolve their issues by themselves or reach out to live agents via chat from the same portal.
