Salesforce offers a number of features that allow you to connect different channels for customers to submit requests that will appear in your Salesforce org as Cases: web, email, messaging, phone, chat, and social media.
Full Answer
How do I create a case in Salesforce?
Click the Cases tab or use the dropdown menu in the navigation bar to find Cases. Click New to open the New Case page. If your org uses record types, you might be prompted to choose a record type when creating a case. Choose a record type to continue. In the Contact Name field, create a case for Samantha Austin.
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 is case in Salesforce service cloud?
Identify the most suitable Service Channels 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 web-to-case in Salesforce?
For example, setting up web-to-Case, i.e. connecting a webform with Salesforce so that customers can enter the details of their support request, is generally preferred over receiving an email. On a webform, you can ensure all the information required to solve the Case is provided by the customer.
How do you automatically create a case in Salesforce?
To create a case:Use Search to find the individual's account and then locate the contact in the Contacts related list. ... Click New in the Cases related list of the contact. ... Enter information for the case. ... To associate the case with an asset in Classic: ... Click Save, or click Save & New to save the case and create another.More items...
Which 2 features can automatically create a case?
The two standard ways of automatically allowing customers to create case are via email and your website.
How many ways can you create a case in Salesforce?
There are 4 ways to create a case.Part 1 - Create a Case in Salesforce.Part 2 - Create a Case from an email (EGA or non-EGA)Part 3 - Create a Case from an email (non-EGA)Part 4 - Email-to-Case: all emails to an EGA create a case.
What are Salesforce cases?
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!
Create a Case
Ada has been working with Ursa Major Solar customer Samantha Austin to repair a damaged solar panel on the roof of her home. Ada wants to open a new case to start the repair process.
Change a Case Status
Now that the case exists, Ada and team can edit and add details as needed, including changing the status to reflect Samantha’s progress through the solar panel repair stages. All they need to do is open the case, click Edit, and change the value of the Status field. Click Save, and that’s it! Case managed.
View Case Lists
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?
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.