I was a Salesforce Administrator at a company that used Salesforce CRM to manage customer cases and resolve customer queries.
The service team informed me that they handle two different types of support processes:
- Technical Support
- Billing Support
Each support process follows different case status stages. Because of this, the team wanted Salesforce to display different status values based on the selected support type for the case.
To meet this requirement, I needed to set up separate support processes in Salesforce and configure the appropriate case status values for each process.
In this article, we will learn about how to set up support process in Salesforce for different case status stages.
Support Process in Salesforce
A support process in Salesforce controls the status values of a case. It helps the support team follow a clear path while working on customer issues.
Instead of showing all status values for every case, we can show only the relevant statuses for each support type.
In real-time projects, different teams handle different kinds of customer issues, such as Technical Support or Billing Support.
Each team follows its own steps to resolve a case. By creating separate support processes, we can define different case status stages for each support type.
Support processes work together with record types. When a support agent creates a case and selects a record type, Salesforce automatically applies the correct support process and displays the related status values.
Set up the Support Process in Salesforce
To set up support processes in Salesforce, first log in to your Salesforce developer org and follow the steps below. In the steps below, we will first create a support process.
- On the setup page, enter ‘support processes‘ in the Quick Find box, then select Support Processes.
- In the Support Processes setup, click on the New button to create a new support process.
- In this step, enter the required details to set it up and create a support process.
- In the Existing Support Process field, select Master.
- Write the name of the support process in the field Support Process Name.
- Add a description of the support process.
- Click on the Save button.