Salesforce’s Web-to-Case feature empowers businesses to automatically convert website form submissions into support cases—streamlining customer service and ensuring no request goes unanswered.
Step-by-Step Guide to Setting Up Web-to-Case
1. Enable Web-to-Case
- Go
to Setup in Salesforce.
- Enter Web-to-Case
HTML Generator in the Quick Find box.
- Click Edit,
then select Enable Web-to-Case and save your changes.
2. Customize Your Web Form
- Use
the Web-to-Case HTML Generator to select the fields you
want to include in your form (e.g., Name, Email, Subject, Description).
- If
your organization uses a Self-Service Portal, check the box to
make cases visible to portal users.
- Specify
a redirect URL—this is the page customers will land on after
submitting the form (e.g., a thank-you page or homepage).
3. Set Up reCAPTCHA
To protect your form from spam:
- Register
for a Google reCAPTCHA API Key Pair for your domain.
- Select
the key pair in the reCAPTCHA API Key Pair field before
generating the form.
4. Generate and Deploy the HTML
- Click Generate to
create your Web-to-Case HTML code.
- Copy
the code and embed it into any page on your website. You can use it on
multiple pages.
- Click Finished to
complete the setup.
Once live, every form submission will automatically create a
case in Salesforce, allowing your support team to respond quickly and
efficiently.
No comments:
Post a Comment