Web-To-Case in Salesforce to Optimize the Customer Assistance Process

Are you tired of long wait times and inefficient customer interactions when providing support to clients? If so, you’re not alone. In today’s technological world, keeping up with the evolving needs of customers can be one of the greatest challenges for businesses.  Providing top-notch customer assistance in a timely and efficient manner takes time, resources, and effort to create a manual process that can reliably serve customers on any scale — especially during times of peak demand.

By utilizing Salesforce web-to-case technology and Salesforce forms, however, you can provide better customer assistance without breaking your budget. Web-to-case simplifies the process of converting incoming inquiries into cases that are then managed systematically. This post will cover how to use web-to-case in Salesforce to enhance your team’s efficiency and maximize customer satisfaction quickly and easily! If you are looking to collect leads, make sure to check out the Web-to-lead article.

How web-to-case in Salesforce can help optimize the way you provide support?

Salesforce has a great tool called Web-to-Case that allows you to collect customer service requests directly from your company’s website.

With Web-to-Case, customers can produce up to 5,000 new cases automatically each day. Customers can fill out the appropriate fields and submit a form on your website, which automatically creates a case in Salesforce CRM.

With Web-to-Case, you can easily create and style a public case submission page in a matter of minutes, and since it uses standard HTML, it is simple to include it on another page. From here, your customers can submit support requests which are turned into cases. With the aid of automation rules and tools (such as workflow and assignment), you can assign the case to the appropriate team, saving support staff a great deal of time!

Getting Ready for Using Web-to-Case.

Besides building the case submission page itself, there are other necessary components needed to create a robust experience for your customers. For starters, you need to create an email template for notifying your customers upon case submission.

Certain fields are necessary in your form, for instance, an email address is always required, since this is how Web-to-case links newly submitted cases to your existing clients. Assignment rules can also be configured, which allows you to automate the way new cases are sent to specific departments or collaborators in your company.

Salesforce Web-to-Case Configuration Instructions.

  1. Sign in to Salesforce.
  2. Click Setup and enter to administrate your company account.
  3. Click Service Cloud and click the name of your organization.
  4. Check the box labeled “Require reCAPTCHA v2 verification for users submitting requests via web forms”. Requests without reCAPTCHA verification do not result in cases. Verify that your generated HTML has the reCAPTCHA information after activating.
  5. After clicking “Generate,” Salesforce will provide an HTML code.
  6. Copy the HTML code and upload it to your website.
  7. Select the default origin value for cases created using the web form.
  8. If you want to follow up on the submission of cases with an email, choose an available email template to send customers a notification email once their case has been submitted or reviewed.
  9. When no response rules are in effect, the default email template is used even if you set up response rules to use multiple email templates depending on the data submitted.

NOTE: If you don’t want an email response, leave this part empty.

The following are the limitations of Web-to-Case in Salesforce:

The number of cases.

The biggest limitation is that the number of cases Web-to-Case can receive each day is capped at 5000. This means that if you are receiving more than 5,000 cases a day, you should look into using Salesforce Service Cloud to handle your customer service requests.

No Spam Filter.

The other major limitation is that Web-to-Case does not filter spam in any way. If you have a lot of spam coming in through email, it could potentially impact the performance and overall functionality of your system. This also means that you may have to spend time manually deleting them from your inboxes before sending them to Salesforce.

Cases are based on the customer’s email address.

Web-to-Case is based on the customer’s email address, so if they contact you with different emails (e.g., Gmail and Yahoo), the cases will be associated with different contacts within Salesforce. However, if they use the same email address, then all of their cases will be associated with one contact record.

Rich Text Area Fields and Attached Files are not Supported.

Rich text area fields on the Web-to-Case forms are not supported by Salesforce; however, there are some third-party apps available that allow users to attach files such as PDFs and Word Documents to their tickets and attach images to their tickets as well.

Is It Web-To-Case the Right Tool for My Business?

Many businesses have found success with the Web-To-Case tool from Salesforce, but it might not be the right tool for everyone’s needs. That’s why it’s important to do your research before making any decisions.

At first glance, Web-To-Case certainly looks appealing. It presents a modern way to handle customer interactions and makes communication efficient and organized. But if you really want to stay ahead of the curve in today’s world, then you need to think beyond just having a basic complaint form. You need something more powerful and intuitive that can effortlessly integrate with other systems used by your team.

Web-To-Case may offer some basic features suitable for some businesses, but it could fall short when it comes to advanced information gathering and process optimization. For instance, automated workflows allow you to optimize business processes so that staff doesn’t have to waste time on manual tasks.

In short, there is no one-size fit solution when it comes to customer communication tools – you need one that meets all your specific requirements and one that provides the flexibility needed for growth over time. So, while Web-to-Case might look like a good fit on paper, do some research and really analyze how beneficial this tool will be before investing any funds into its implementation.

A Better Tool to Collect Cases and Automate Process.

File Request Pro provides a quick, easy way to collect large files. File Request Pro functions as a hybrid automation tool, file uploader, and form builder.

Clients just drag and drop huge files or folders and fill out any additional form fields you add, this is especially helpful when your client wants to add a picture or a document with their case this helps you describe their support demands in detail. This not only expedites the procedure for the customer but also makes sure that all the data required to handle the request is accessible.

To save you hours of pointless work, your experience is automated as much as possible. Both file organization and email reminders can be automated. With dynamic file organization, you can easily manage and organize your client files as they come in. Your team can say goodbye to the hassle of manually arranging files, as this feature automatically organizes content in your cloud drive easily find that important document from last month. With dynamic file organization, you can keep your cloud drive and mailbox clutter-free, where they are more likely to get misplaced.

With the email reminder, rather than manually sending emails to your clients, this tool does the heavy lifting for you! Your automated emails can be tailored to provide a personalized experience that builds brand loyalty and drives sales. In the next video, we show you How to Set Up File Requests and Reminders in File Request Pro:

Additionally, you can copy upload pages so you can modify them slightly for different clients without beginning from scratch and brand the form, so it looks like the rest of your website. If you want you to know more about this alternative to Salesforce’s web-to-case feature you can read more here.

You will need to create a page for your users to upload their files and enter information about their requests. You can either use the built-in form builder tool or simply copy an existing form in your account and modify it as needed. To learn more about how File Request Pro and Salesforce work together to automate your process you can read about it here.

You might wonder “Why should I use File Request Pro if I already have Salesforce as my CRM?” The answer is simple: By using our built-in integration with Salesforce, you can take advantage of the advanced form creation, submission, and file-handling features of File Request Pro while maintaining your existing workflow with Salesforce, without the need to create any new accounts or set up additional integrations. This will allow you to create a powerful customer support digital experience with minimal retraining for your employees.

Final thoughts: Offering an Excellent Customer Service

You’re all set! After learning more about Web-to-Case, how to set it up, and how it can improve your ability to offer first-rate customer care, it’s time to assess whether your company would benefit from more Salesforce support.

But as we established in the article you may be aware of the shortcomings of the Web-to-Case tool Even while is undoubtedly useful (and not too difficult to set up), consider your typical support requests. A more robust solution than Web-to-Case can be required if you need attachments or if you are managing many customer submissions. Tools like File Request Pro can be the one for you, with a vast way to organize your files, receive document attachments, and follow up with clients. Web-to-Case, however, might just be what the doctor ordered if you’re content with a simpler case submission system.