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!
How do I add articles to a case in Salesforce?
Instead, click Case Layout .) At the top of the page, click Feed View. Scroll down to Article Tool Settings and select Enable attaching Articles inline. Click Save. Next, she tests to make sure that it works as planned. From the App Launcher ( ), find and select Service Console. From the navigation bar, select Cases.
How can I send text messages from Salesforce?
A fairly common request that I get is, “how can I send my users/customers’ text messages from Salesforce?” There are apps on the app exchange that can do this, as well as Apex solutions too. Both of those approaches typically come with an additional cost, though.
How do I find the most relevant articles in Salesforce?
Salesforce has attached the article to the case automatically, so agents can see that the article has been used for this case before. Maria makes sure that she has enabled the correct search settings. These settings make it easier for agents and customers to find the most relevant article quickly.
What should happen to a case once it is closed Salesforce?
Once a case goes to Closed status, it cannot be reopened, it can be cloned. If you still need assistance with the question or problem discussed in the closed case, just open a new Case, and reference the original Case number in the case Subject or Description, and describe the issue that needs to be addressed.
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 I create a case automatically in Salesforce?
Steps to create a case in salesforce?User must log on to salesforce.com.Now go to cases.Now click on New Button.Now enter Contact name, Account name, Status, Priority, Case origin, Subject and description for a case.Now you can click on Save or Save and close, Save and New, Check Spelling and Close.More items...
How do I batch close a case in Salesforce?
Select a list view, but not the default "Recently Viewed", then select multiple case records. Click the "Mass Close Case" button, you will be presented to enter a reason to close the case, this will update the Status and Internal Comments field for all Cases selected.
How do you close a case in Salesforce lightning?
To close a case in Lightning, you just need to add the status to the Case Status. The documentation notes: The close case layout isn't available, but you can add closed statuses to case edit pages. From the Support Settings page in Setup, select Show Closed Statuses in Case Status Field.
How do you end a flow in Salesforce?
If you embed a Salesforce Flow into a Visualforce page, you can use the "finishLocation" attribute to redirect users to a specific screen in Salesforce.
How do I automate emails to a case in Salesforce?
Set Up Email-to-Case with a Guided Setup Flow Get your cases into Service Cloud fast with a quick guided setup flow for Email-to-Case. Connect your support email address to Salesforce, give your incoming cases a default priority and queue, and set up mail forwarding so your emails become cases for your support team.
What is case assignment rule in Salesforce?
Case assignment rules can assign cases regardless of how cases are created. Cases can be created manually or automatically using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes. Organizations typically use one rule for each overall purpose.
How do I make multiple cases in Salesforce?
0:524:55Create multiple contacts and cases in Salesforce usign a form - YouTubeYouTubeStart of suggested clipEnd of suggested clipSo if I click view I can see that I can add two cases I can add three cases and I can it fall. And IMoreSo if I click view I can see that I can add two cases I can add three cases and I can it fall. And I can add another contact and so on and so forth great now let's connect it all to Salesforce.
How do you mass delete cases?
0:021:27How to Delete Mass Cases in Salesforce Lightning ... - YouTubeYouTubeStart of suggested clipEnd of suggested clipOpen Salesforce lightning. Click on deer icon. Setup it opens in a new tab enter mass in theMoreOpen Salesforce lightning. Click on deer icon. Setup it opens in a new tab enter mass in the quickfind. Click on mass delete records. Click on mass delete.
How do you mass close leads in Salesforce?
To change Lead owner for multiple recordsFrom the Leads tab select one of the available Lead views.Select all Leads you would like to assign to a new owner.Click the Change Owner button located above the list view.Select a User or a Queue as the new owner.Click Save.
Can you mass close tasks in Salesforce?
Do I have to mass delete or is there a way to do a mass close? Open the 'Tasks' tab and create a new 'List View'. Modify the filters to only show the tasks you wish to close out. Then select all and change the status to 'Completed'.
Case Management Tools in Salesforce
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 automation.
Plan for Case Automation
Based on what the tools can do, Maria jots down some questions to ask Ursa Major Solar’s service team. The answers determine which tools Maria uses to automate case management.
Share Case Lists or Workloads with Queues
Based on Maria’s case automation planning, she knows that the Platinum Support team shares a workload of incoming cases. These cases are from customers who pay extra for the best service. To help these agents find and work off this list of cases from high-priority customers, Maria creates a queue. Here’s how she does it.
Add Automatic Case Assignment with Rules
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.
Add Automatic Case Escalation with Rules
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.
Add Automatic Responses to Customers with Rules
From Maria’s case automation planning, she knows the service team wants customers to receive a confirmation when their case is received. With auto-response rules, she can make sure each Ursa Major Solar’s customer knows that their voice is heard.
More Case Management Tools in Salesforce
With basic case automation complete, the service team at Ursa Major Solar is looking forward to easier, faster service. But Sita and Roberto want to make the most of their Service Cloud investment. They wonder what other case management tools the team can use in the future.
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.
Add Knowledge to Your Console
Agents can only use Knowledge if they can see it. Maria checks that her users have Knowledge displayed as an option in their Service Console.
Display Knowledge on Case Record Pages
Now Maria checks that agents see a Knowledge pane when they open a case. That’s where they view their articles.
Help Agents Attach Articles to Cases
Maria also wants her agents to attach articles to cases. When they attach an article to a case, customers and agents have it for reference. If a case is reopened, a new agent knows what article the customer used to try to solve the problem. Here’s what Maria does.
Enable Communication Channel Mappings
Ada and her team have started attaching articles to their cases. It works great. But now they’d like to email articles as well. Emailing articles guarantees that the customer can see them without having to log into an Experience Cloud site. It also allows an agent to send only the article details that are specific to the customer.
Enable Knowledge Settings for Search
Maria makes sure that she has enabled the correct search settings. These settings make it easier for agents and customers to find the most relevant article quickly. The bigger the knowledge base grows, the more important efficient search becomes. Maria wants to set up everything correctly from the very beginning.
Map Cases to Data Categories
On the first day of fall Ada brings Maria a pumpkin spice latte to thank Maria for her hard work and ask for one more favor.
Quiz
1 What can Maria do if her support specialists can't see the Knowledge component on their case pages?
Salesforce Development Tutorial: How to Create a Custom REST Resource for External Systems to Connect To
Hey Everyone! This week I've created a tutorial at the request of the community that goes over how to create a custom REST resource in Salesforce. This is something that really comes in handy when an external system needs to connect to Salesforce and the standard REST or SOAP API doesn't provide the functionality you need.
Unlimited number of Report Subscriptions
Like many of you, we had a problem with the limit of Report Subscriptions in Salesforce and we didn't find any solution that allowed to have unlimited subscriptions with conditional alerts.
Focus on force
Anyone know the current Veteran coupon code for the Focus on Force courses ?
Clippy strikes back
Clippy thank God is a relic but this is going to ruin some poor developers attempts to learn: