Is there a quick action for closing a case in Salesforce?
This is great, it lets you require the fields that must be filled out before a User can close a Case. Now, the issue comes when Salesforce rolled out the Feed View in the Console. Our Users are supposed to live in the Feed, and it would be great if we could have a Quick Action for closing the Case so it is easy to use on the Desktop and Phone!
What is the best tool to send SMS with Salesforce?
SMSGlobal is a great tool to send SMS with, particularly using the Salesforce plugin. You can send bulk SMS campaigns and personalised messages using a variety of combination of actions and triggers, automating the process to make sending easier.
How do I update a record in a Salesforce action?
To do this, we want to navigate to the Buttons, Links, and Actions section under Cases. From there, we will hit New Action. We want to now select our Action Type to be Update a Record, which means we are updating the record the action is executed on.
Why is my status not on my Salesforce action?
As you go to save the Action you’ll see a warning message from Salesforce letting you know a required field (Status) is not on your layout. You can ignore it Before we move on, we need to use the Predefined Field Values to our advantage, and have Close Case QuickAction set to TRUE.
How do I automatically close a case in Salesforce?
Follow these steps:Got to setup.Type Workflow Rules in the quick find.Click the New Rule Button.Select Object as Case.Click Next.Rule Name - something like this "Case Auto Close After 20 Days."Give it a description (your future self will thank you later)More items...•
How do you automatically assign cases in Salesforce?
Auto-assign cases to you, and from Notification Template, click the lookup icon to pick any template. At a real company, you'd assign cases to a support manager or team. Select yourself as the user to notify, and from Notification Template, click the lookup icon to add a template to see how this works. Click Save.
What is an automated case user in Salesforce?
automated case user should have access to the record types you use for your cases. web2case and email2case needs an owner to route the cases automatically i.e. assignment rules, escalation etc. If you look through your case history you will see the automated case user in the case activity history.
How do you set an automated case user?
To change the Automated Case User:In Classic: Click Setup and on the Quick Find box enter 'Support Settings' ... Click Edit to change any of the listed support settings.Choose the new Automated Case User by typing their full name in the field or by using the lookup icon.Click 'Save'
How do you automate case management?
Auto-assign cases to you, and from Notification Template, click the lookup icon to pick any template. At a real company, you'd assign cases to a support manager or team. Select yourself as the user to notify, and from Notification Template, click the lookup icon to add a template to see how this works. Click Save.
How do I automatically assign a queue to a case in Salesforce?
Create Case Queues and an Assignment RuleClick the gear icon. and select Service Setup.From Service Setup, enter Queues in the Quick Find box and select Queues.Click New and complete the queue details. Label: Product Support Tier 1. ... Click Save.From the Queue page, click New and complete the queue details. ... Click Save.
How do I find an automated case user in Salesforce?
You set the Automated Case User in the Case Settings, make sure the user you are trying to change the profile on is not designated there. Setup > Customize > Cases > Support Settings > change the default. Hope this helps!
What is default workflow user in Salesforce?
The default workflow user is required for time-dependent workflows used by Marketing Cloud Connect. This username is displayed when the user who triggered the rule isn't active. Note Skip this task if you already use time-dependent workflows and a default workflow user is already designated in your Salesforce org.
What is default lead creator in Salesforce?
Default Lead Creator -> Creator of the Leads when created by Web-To-lead. If no lead owner is specified in lead settings and in absence of any lead assignment rules, this User/Queue will be the default lead owner.
How do I change the automated Case user for my organization in Salesforce?
To change the Automated case User, please follow the directions below:. Click Edit to change any of the listed support settings. Choose the new Automated Case User by typing their full name in the field or by using the lookup icon. Click "Save".
How do I receive emails from a case in Salesforce?
Before you enable Email-to-Case, take care of some configuration tasks. ... From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case.Click Edit.Select Enable Email-to-Case, and click Save.Select Enable On-Demand Service and click Save.
What is 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.
What is automatic escalation?
Escalation Rules. Automatically escalate cases to the right people when the cases aren’t solved by a certain time. Auto-Response Rules.
How long does it take for a case to escalate in Ursa Major Solar?
When planning case management with the service team, Maria learns that certain cases need to escalate to the right person within 5 hours. A lingering customer case can ruin a big deal or tarnish Ursa Major Solar’s brand. Just like assignment rules, Maria can use escalation rules to specify criteria that automatically triggers an action on a case. For case escalation, she uses her org’s default business hours, which simply means the service team is available 24-hours a day, 7 days a week. She can change Business Hours later from Company Settings in Service Setup. Here’s how Maria sets the rule.
What is case management?
Case management means organizing customer cases into one place and making sure they go to the right person, for the right answer, by the right time. Service Cloud does all that behind the scenes with automation tools. Service is easier, faster, and better with a little auto-magic.
Can Maria assign a case to a person?
While planning for case automation, Maria learns that she can assign incoming cases to one person, groups of people, or even queues. Since some support agents at Ursa Major Solar work on solar panel installation, she creates an assignment rule so that any case with a reason that includes “installation” is automatically assigned to them. This is what she does.
Give customers help anytime from any messaging app
Easily connect to your agents to your customers at any time through chat. Use your customers' preferred messaging apps, like SMS, WhatsApp and Facebook Messenger. Plus, you can add chatbots to SMS and WhatsApp chats to automate routine asks.
Empower agents with conversational messaging from one place
Be there for customers the way a good friend is — with mobile messaging. Agents can send messages while having instant access to the information they need to address customers — all within the Service Cloud Console.
Drive service costs down and ROI up
Boost agent productivity with a solution that lets agents manage multiple text conversations at once — with all the context and intelligence they need to resolve cases and deliver an awesome customer experience every time.
Features
As a powerful two-way messaging tool, Mogli has identified text messages as a better, faster way to obtain a response from (or to simply alert) Leads, Contacts, Person Accounts, or any other standard/custom object.
Use Cases
Sales teams are batting for attention with competitors. Using SMS can help them cut through the noise, and help reach high response rates and provide an awesome end-to-end experience.
Setup
Not only is the Mogli SMS setup a breeze, but the Mogli team is available to support you every step of the way!
Documentation
Up-to-date documentation can be found either within the knowledge base or by accessing the most recent user guide published by Mogli in the AppExchange listing .
Pricing
One of the unique advantages Mogli SMS brings to the table is being a site license – this means that all users in your org are included. This approach is sure to result in significant savings compared to a seat license model.
Summary
Beyond a shadow of a doubt, Mogli SMS will increase your team’s productivity, regardless of which way the SMS, MMS, or WhatsApp functionalities are going to be used within your organization.