Author: Rishabh Dubey
Web-to-Case in Salesforce is an innovative feature that helps you gather customer support requests directly from your company’s website and automatically generate up to 5,000 new cases a day. This can help your organization respond to customers faster, improving your support team’s productivity.
It offers the ability to create a simple public case submission page on your website with your branding and styling. It works by generating a snippet of HTML. Users can categorize specific requests, assuming the customer fills out the relevant information. For example, they may include their contact name, email, phone, subject, or description. This method of data collection in Web-to-Case helps in email categorizing within Salesforce. The HTML form you create in Web-to-Case can be quickly published on your website.
In the Salesforce Web-To-Case form fields like Name and email should always be set explicitly. It asks for the return URL also where the page will be redirected when the case will be submitted through the web form.
The values entered through the web will be stored in the newly created Case in the Web Name and Web Email fields. If that email address happens to be associated with a Contact in your system, then it will automatically associate that case with the contact who has that email address, and with the account associated with that contact.
If that email address is not found, or it discovers more than one contact with that email address, then it will not know which contact to associate to the case. In that instance, it will leave the Contact and Account fields on the case blank and allow you to fill them (which you can generally find using those Web Name and Web Email fields). It is limited to receiving 5000 cases per day.
Salesforce runs field validation rules before creating records submitted via Web-to-Case and only creates records that have valid values.
Enable Web-to-Case
- Go to Set up
- Search for Web-to-case
- You will get below options in web to case settings
a) Enable Web to Case (Checkbox)
b) Require ReCAPTCHA verification (Checkbox) : The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case. When this option is selected, requests without reCAPTCHA verification don’t generate cases. After enabling, confirm that your generated HTML includes the reCAPTCHA information.
c) Default Case origin
d) Default Response template : IF you have an auto response rule for case the email template from the Auto-Response rule will trigger. IF the case record does not meet any entry rule of Auto response rule in that case the Default Response template will be sent.
e) Hide Record Information : Select to hide record information in the email sent to customers if case creation fails.
f) Email Signature : Customize the signature in the notification email sent when online case creation fails. If you don’t provide one, the default email signature is used.
Generate Web-to-Case Form
- Search Web-to-case in Quick find in setup
- Click on Web-to-Case HTML Generator
- Select the fields that you want to be available on the web to case form and enter a return address, where the user will be redirected after submitting the form.
- Click on generate you will get a HTML code by salesforce as shown below.
- Copy the Form TAG from HTML Code and deploy to your website.
Note : The HTML Code generated by Salesforce does not include styling (This can we done by a web developer before deploying the code to the website)