How to Create Web-to-Case in Salesforce

I recently worked for an organization where customers usually raise cases by phone or email. However, the support team wanted the customers to generate cases from a web form also so that they could focus on solving existing cases.

For that, we can use the Web-to-Case in Salesforce feature, which generates cases directly from our website without logging into Salesforce Org. They can also directly raise issues from our website.

Here, I will explain to you about Web-to-Case in Salesforce and how we can enable it, and generate a web form for creating cases from the website.

Table of Contents

Web-to-Case in Salesforce

In Salesforce, the Web-to-Case feature allows us to create our own website so that customers can raise issues or inquiries directly from our website without logging into Salesforce Org. When customers raise queries from the website, the records automatically get created in Case Objects in Salesforce.

The Web-to-Case is likely the same as Web-to-Lead.

The Web-to-Case includes the following features:

In the web form, we can add the required Case Fields to the form. In those fields, customers can fill in details and queries.
When customers submit the web form, their information gets saved in the Case Object in the Org, and Salesforce sends an Auto-Resonse Email to the customer regarding the same.
Then, our support team can see these records, manage them, and respond to the customers.

Enable Web-to-Case in Salesforce

Here are the steps to enable Web-to-Case. In these steps, we will see how to activate web-to-case in Salesforce.

1. Click on the Gare icon, then Setup, and in the Quick Find Box, search for Web-to-Case.

2. Then, in the Web-to-Case Setting click on the checkbox Enabled web-to-case.

As we create cases from the website for that, Set Default Case Origin as Web.

You can select the Email Template you created or a standard email template according to your requirements. This email template is used to send response emails to customers when they create cases from the web.

After that, click on the Save button.

This is how we can enable the web-to-case in Salesforce.

Generate Web-to-Case in Salesforce

Here are the steps to Generate the HTML webpage so that we can create an HTML form and use it on the website.

3. Now, click on the Web-to-Case HTML Generator.

Then, in the Capture Cases, select the fields from the available fields that you want to display on the web form so that the customer can fill in the information in those fields.

4. In the URL Field, enter the URL so that when the customer submits the Case details, the current page should redirected to the URL that you entered.

Then, click on the Generate button.

5. Copy all the generated HTML code and click the Finished button.

6. Paste the copied HTML code in the Notepad and Save the code with the .html extension.

7. Open the saved file in the browser.

Proof of Concept:

8. On the browser, you will see the form, which has some fields that we selected in Capture Cases.

Now fill in the case details and Submit the form.

9. Then, navigate to the Cases tab, and you will see that the record has been created automatically with the details that we entered in the Web form.

10. Also, the customer will get an email with the email address he entered in the web form. This email was sent by Salesforce as a response with Email Template you selected in the Web-to-Case.

This is how we can enable and generate a Website to create Case records using Web-to-Case in Salesforce.

Conclusion

Now, I hope you have got an idea about Web-to-Case in Salesforce. In that, we have seen what web-to-case is and what its uses are. We have also seen how to enable and generate the web form so that customers can raise the case without logging in to Salesforce Org. I also explained how to create cases from web-to-case.

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Bijay Kumar

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.