How to Use Web-to-Case in Salesforce

SalesforceSimilar in nature to Salesforce’s Email-to-Case function, Web-to-Case offers users a way to gather information in a more focused format.

You can gather customer support requests directly from your company’s website with Salesforce Web-to-Case.

This can help your organization respond to customers faster while improving your support team’s productivity.

Web-to-Case offers the ability to create a simple public case submission page on your own website with your own branding and styling. It works by generating a snippet of HTML.

Users can categorize specific requests, assuming the customer fills out the appropriate information. For example, they may include their contact name, email, phone, subject, or description.

This method of data collection in Web-to-Case really helps for email categorizing within Salesforce.

The HTML form you create in Web-to-Case can be easily published on your website.

Before you set it up, however, you will want to think about the different fields you want in your case. Create those ahead of time. It will make things a lot easier.

Create a default email notification template that you’ll want to send back to the customer before implementing it as well, and don’t forget to create case queues if you wish to assign incoming cases to queues as well as to individual users.

Use your Customer Support settings to select the default owner of cases.

Finally, you can create an active case assignment rule to determine how web-generated cases are assigned to users or put into queues.

Despite its many benefits, Web-to-Case does come with its limitations, however.

It is limited to receiving 5,000 cases per day, for starters, so hopefully, if your organization is using Web-to-Case, you are not exceeding this amount.

Attachments are also not supported, which means customers will not be able to attach images or files to cases, for example.

Whenever possible, web-generated cases are automatically linked to the relevant contact account based on the customer’s email address with Web-to-Case.

Salesforce will run field validation rules before creating records submitted via Web-to-Case.

That in mind, Web-to-Case is solely a tool for the initial submission of cases. Also, keep in mind that customers will not be able to see the status of their case submission with Web-to-Case.

Learn more about Web-to-Case in Salesforce when you watch Ledgeview’s on-demand webinar: “What’s Possible with Customer Service in Salesforce.”

About Julia Flaherty

Marketing Coordinator at Ledgeview Partners.

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