Web-to-Case is a powerful Salesforce feature that enables organizations to automatically capture customer support requests from their website and convert them into case records within Salesforce. This functionality streamlines the support process by eliminating manual data entry and ensuring faster…Web-to-Case is a powerful Salesforce feature that enables organizations to automatically capture customer support requests from their website and convert them into case records within Salesforce. This functionality streamlines the support process by eliminating manual data entry and ensuring faster response times to customer inquiries.
When implementing Web-to-Case, Salesforce generates an HTML form that can be embedded on your company's website. When customers fill out this form with their issue details, contact information, and other relevant data, the submission automatically creates a new case in your Salesforce org.
Key features of Web-to-Case include:
1. **Automatic Case Creation**: Customer submissions are converted into cases, capturing all provided information in the appropriate case fields.
2. **Customizable Forms**: Administrators can customize which fields appear on the web form, including standard and custom fields, to gather specific information needed for case resolution.
3. **Daily Limits**: Salesforce allows up to 5,000 new cases per day through Web-to-Case. If this limit is exceeded, the system queues additional submissions.
4. **Auto-Response Rules**: Organizations can configure automatic email responses to acknowledge customer submissions and provide case numbers for tracking.
5. **Assignment Rules**: Cases created through Web-to-Case can be automatically assigned to specific queues or agents based on predefined criteria.
6. **Spam Prevention**: Administrators can implement reCAPTCHA to reduce spam submissions.
To set up Web-to-Case, navigate to Setup, search for Web-to-Case, enable the feature, and generate the HTML form. You can then customize the form fields and styling before adding it to your website.
Best practices include mapping form fields to appropriate case fields, setting up escalation rules for timely follow-up, and regularly monitoring case queues. Web-to-Case is essential for organizations seeking to provide 24/7 support availability and improve customer satisfaction through efficient case management.
Web-to-Case: Complete Guide for Salesforce Administrator Exam
What is Web-to-Case?
Web-to-Case is a Salesforce feature that allows organizations to capture customer support requests from their website and automatically create cases in Salesforce. When customers fill out a form on your company's website, the information is sent to Salesforce and a new case record is created, enabling your support team to track and resolve customer issues efficiently.
Why is Web-to-Case Important?
Web-to-Case is crucial for several reasons:
• 24/7 Case Capture: Customers can submit support requests at any time, even outside business hours • Reduced Manual Data Entry: Eliminates the need for agents to manually create cases from emails or phone calls • Faster Response Times: Cases are created instantly and can be routed to the appropriate queue or agent • Improved Customer Experience: Provides customers with a convenient self-service option • Better Data Quality: Required fields ensure complete information is captured
How Web-to-Case Works
Step 1: Enable Web-to-Case Navigate to Setup → Web-to-Case and enable the feature. You can set a default case origin and configure email notification settings.
Step 2: Generate HTML Form Use Salesforce's HTML Generator to create a form with the case fields you want to capture. Common fields include Contact Name, Email, Subject, and Description.
Step 3: Add Form to Website Copy the generated HTML code and paste it into your company's website. You can customize the form's appearance using CSS.
Step 4: Configure Response Settings Set up auto-response rules to send confirmation emails to customers when their cases are created.
Key Limitations to Remember
• Daily Limit: Web-to-Case can create up to 5,000 cases per day. Cases submitted beyond this limit are stored in a queue for 7 days. • Spam Prevention: Consider implementing CAPTCHA or other validation to prevent spam submissions • No Attachments: Standard Web-to-Case does not support file attachments • Hidden Fields: You can include hidden fields to set default values like Record Type or Origin
Web-to-Case vs Email-to-Case
Understand the differences: • Web-to-Case: Uses web forms on your website • Email-to-Case: Creates cases from emails sent to a support address • Both can work together to provide multiple channels for case creation
Exam Tips: Answering Questions on Web-to-Case
1. Remember the 5,000 daily limit - This is a frequently tested number. Know that excess cases are queued for 7 days.
2. Know the setup location - Web-to-Case is configured in Setup under Service → Web-to-Case
3. Understand use cases - When a question describes customers submitting requests through a website form, Web-to-Case is typically the answer.
4. Auto-Response Rules - These are often configured alongside Web-to-Case to acknowledge customer submissions.
5. Assignment Rules - Cases created via Web-to-Case can trigger case assignment rules to route cases to the correct queue or user.
6. Required Fields - Remember that you can make fields required on the web form even if they're not required in Salesforce.
7. Default Case Origin - You can set a default origin value (like 'Web') for all Web-to-Case submissions.
8. Distinguish from other features - Don't confuse Web-to-Case with Web-to-Lead (for capturing leads) or Email-to-Case (for email submissions).
9. Look for keywords - Questions mentioning 'website form,' 'customer portal submission,' or 'online support request' often point to Web-to-Case.
10. Security considerations - Know that reCAPTCHA can be added to prevent bot submissions.