Web To Case In Salesforce

Salesforce’s Web-To-Case feature is an invaluable tool for streamlining customer service processes by allowing direct case submissions through a company website. By reading this post, you’ll gain insights into:

• Understanding the basics and functionalities of Web-To-Case, enabling efficient case submissions.
• Key prerequisites and step-by-step setup guidance for activating Web-To-Case in Salesforce.
• Strategies for overcoming common limitations and enhancing the feature with custom solutions.
• Best practices for leveraging additional settings and considerations to optimize your Web-To-Case workflow.

Web-To-Case

Salesforce offers a Web-To-Case feature that allows customers to log cases through their company website directly.

Web-to-Case Basics

• Web-to-case acts as a channel through which companies can allow customers to submit up to 5000 cases daily through a web submission that creates a case in Salesforce.
• It also allows companies to have their customer submission case pages with customized branding and styling.
• Along with facilitating new case registrations for customer service executives, it also helps them devote more time to resolving cases.

Web-to-Case Prerequisites

Enable Web-to-Case Setting Page

• Go to Setup and type web in the search box.
• Select Web-to-Case in the setting.
• Enable Web-to-Case checkbox.
• Enable Require reCAPTCHA verification (optional).
• Select Web in Default Case Origin.
• Create an email template and select the template created to be sent on the form submission by the customers on the website where the form is to be published.

Additional Settings related to Web-to-Case

• Create custom fields if required for getting additional information about the case.
• Make changes to the settings to assign a default owner of the incoming cases.
• Create case queues to whom the new incoming cases will be assigned.
• Create case assignment rules to assign the cases to appropriate users or queues automatically. If an active assignment rule is not in place, the cases will be assigned to the default owner defined in the system.

Web-To-Case Limitations

• Only 5000 cases can be registered in 24 hours.
• Web-to-Case does not support multipart/form-data as a content type.
• Rich Text Area fields are not supported in Web-to-Case.
• Fields with rich text fields will be saved as plain text. Web-to-Case does not support attachments with the cases.

To overcome the above limitations:

Implement Visualforce pages/Aura component/LWC in Force.com Sites.

• The VF page/custom component would contain the standard or custom case fields you wish to include, in addition to an attachment upload capability.
• Once saved, a new case record would be created in Salesforce with the related attachments.

Use Force.com web services API implementation.

Considerations related to Web-to-Case

• Use a custom multi-select picklist to let customers report issues about several products at a time.
• The organization’s Default Locale setting determines the format for date fields captured online.
• For organizations using multiple currencies, it is recommended to add the “Case Currency” field if a currency amount field is added to the form.
• Organizations using multiple case record types should add the Case Record Type field to prompt the case creator to select the specific case record type.
• Validation Rules run before a case is created in Salesforce, cases that don’t meet the validation criteria are not created.

Steps to Setup Web-to-Case HTML Generator

• Go to Setup and type web in the search box.
• Select Web-to-Case HTML Generator in the setting.
• Select one or more case object fields both standard and custom fields will be available to be included in the form.
• Enter the URL where the customer should be redirected after submitting the form.
• Enable reCAPTCHA in HTML.
• Enter the reCAPTCHA API key pair.
• Click on generate, HTML will be generated, which can be copied and pasted into your website.

reCAPTCHA

• The reCAPTCHA feature can be used in Web-to-Case and Web-to-Lead forms in Lightning Experience and Salesforce Classic.
• ReCAPTCHA is used as the first line of defense against spammers in Web-to-Case and Web- to-Lead. Enable re CAPTCHA verification in settings.
• If Web-to-Case is already in use on the website. To introduce reCAPTCHA verification in the Web-to-Case form developer must regenerate the HTML form with reCAPTCHA enabled and details of the reCAPTCHA key pair in the settings.
• Salesforce uses Google API to verify the re CAPTCHA API key pair.
• Prerequisite: The User/Developer should have a Google account.

Use Case

Auto Car wants to introduce a new channel for case creation. The business wants the customer to submit a case through their website, also in order to reduce spam records, verification should be set up to only create cases created by actual Customers. 

What can be set up by the Service Cloud Consultant to meet this requirement?

Solution: Enable Web-to-Case And reCAPTCHA

Reason: Salesforce offers a Web-To-Case feature that allows customers to log cases through their company website directly; reCAPTCHA can be enabled to avoid spam web-to- case submission and can act as the first line of defense.

Conclusion 

In wrapping up, Salesforce’s Web-To-Case offers a powerful way to enhance customer service efficiency, but like any tool, it shines brightest when wielded by knowledgeable hands. Whether you’re looking to master the basics, navigate its complexities, or leverage advanced features for maximum impact, the journey to proficiency begins with a solid foundation in Salesforce.

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