I was working in a company that sells software. Our company website features a “Contact Us” form, allowing customers to submit their questions or requests.
When a customer submitted a form saying, “I need help setting up my account.” This request automatically appeared in Salesforce as a customer contact request.
Salesforce captured all his details, such as name, email, phone number, and request description. The system then automatically assigned the customer’s request to the support team. If the request was urgent, an email notification was even sent to the assigned agent.
In this article, we will learn about how to configure customer contact requests in Salesforce.
What Are Customer Contact Requests in Salesforce?
Customer Contact Requests in Salesforce are requests or messages sent by customers when they need help, have questions, or want information about a product or service.
These requests can come from different sources, such as a website form, email, phone call, or chat. Salesforce helps you capture, track, and manage all these requests in one place so nothing gets missed.
For example, suppose a customer named Joy fills out the “Contact Us” form on your company’s website, asking for help with their account setup. Salesforce automatically creates a record for Joy’s request, storing his name, email, phone number, and message. The request can then be assigned to the right support agent for follow-up.
Configure Customer Contact Requests in Salesforce
In the steps below, I will guide you through creating a customer contact request in Salesforce, enabling you to track, manage, and respond to customer inquiries efficiently.
- Log in to Salesforce Org. -> Click on the Setup -> Home Page.
- In the Quick Find Box, Search for Customer Contact Requests. You will see an option under Service; click on it.
- When customers have a problem or want to reach us, we don’t want them to wait on the phone.
- With Salesforce Flows, customers can submit contact requests directly from the community, ensuring their issues are tracked and resolved quickly.
- Now, click the New Flow button to start creating a flow that will handle your customer contact request in Salesforce.
- Now we will create the flow that allows customers to submit contact requests from your community.
- After submission, agents can call customers to follow up. Give the flow a clear Name and Description to identify it easily later.
- Next, choose the reasons that customers will see when they submit a contact request.
- To create new reasons or edit existing ones, go to the Contact Request object in Object Manager and update the records.
- In the image below, you can see that I have added some reasons, which customers can select when submitting a contact request from the community. Then click the Next button.
- Now, assign a user or a queue to own the contact requests submitted by customers. Make sure the assigned user has at least Read access to the Contact Request object.
- There’s one more step to take with the open Experience Builder for your community. Then, use either the Flow component or the Contact Request Button & Flow component to add your contact request flow to the page.
- This will let customers submit their requests directly from the community page. After that, click the Finish button to create and save your contact request flow.
In the image below, you can see that the customer contact request has been successfully created and saved in Salesforce.
In this way, we can create and manage customer contact requests in Salesforce.
Conclusion
I hope you now have a clear idea about how to create and manage customer contact requests in Salesforce. By using flows, assigning requests to the right agents, and adding them to your community, you can track and handle customer inquiries quickly.
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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.
