Case Management in Salesforce - Explained

Case in Salesforce

A case is a customer's input, or issue. Back specialists can survey cases to see how they can convey a superior benefits. Deals reps can utilize cases to see how they influence the deals handled. Reacting to cases keeps your clients cheerful and improves your brand. Utilize the Case object to oversee cases for your organization. Client applications can inquiry, overhaul, and erase Connection records related to a case by means of the API. 

Methods to Create Email to Case

Email to case

The Email to Case includes permits to set up a devoted mail address for clients to mail when they have a bolster address or issue. The mail is directed to Salesforce and the subject and body of the mail ended up the Case subject and depiction.

Web to case

To yield cases straightforwardly to your Salesforce.com occurrence. This implies that you just can post an open case submission page on your claim site along with your claim branding and styling. Web To Case works by generating a bit of HTML for you. This HTML is an HTML shape that can be put on any page.

Case tab

Your clients can log theirs possess cases from a community, Client Entry, Self-Service entrance, or Chatter Answers. You can make cases physically from the Cases tab, the Cases related list, or, depending on your org’s settings, within the bolster on record detail pages. If you've got an answer community, you'll raise an unanswered or tricky address into a modern case.

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Case lifecycle

1. Determining the level of support the customer wants from the organization. Accordingly, that case must be given the support if applicable.
2. Examining the case in detail and going through the customer’s concerns, products they are using and issues they have regarding that.
3. Providing the solution for their problem and attaching that solution to their case for future references.
4. Being in contact with customers while the solution process is going on. And providing the support they need and forward the case details to them in their desired medium like emails, calls, or support messages.
5.  Closing the case when all the other formalities are being done.

Rules to manage case

Case assignment rule

A case task runs the show in Salesforce.com is truly a gathering of rules that will assist you consequently dole out cases all through your bolster organization based on criteria captured on the case records. Each task runs the show can have numerous run the show sections.

Case auto-response rule

An auto-response run the show may be a set of conditions for sending programmed email reactions to lead or case entries based on the traits of the submitted record. Pertinent leads incorporate those captured through a Web-to-Lead frame. On-Demand Email-to-Case message.

Case escalation rule

Heightening criteria indicate the conditions beneath which a case raises. We store your criteria in a run the show section. Escalation activities indicate when the case raises and what happens when the case heightens. An acceleration runs the show can reassign the case to another bolster specialist (client) or backline (queue).

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Support process

Support process is as it were for the "Status" choose list. The choice list values accessible within the status of a case record sort decide a back prepare. It is as it were a commerce significant include as the status field is the foremost process-specific field in a case.