How to Configure Customer Contact Requests in Salesforce

In this tutorial, we will learn how to configure the customer contact request in Salesforce. Also, we will understand the steps of configuring the customer contact requests in Salesforce Lightning.

While working with an organization that uses Salesforce, I got a task where I needed to configure the customer contact request in Salesforce. To fulfill this requirement I use the customer contact request object that is present under the Feature Settings and Services.

The customer contact requests can include the formation of the record or case within the salesforce for tracing customer requests. By the salesforce support channel when the customer submits the contact request and the information related to the request is stored as a record. This record holds information about the customers.

So after looking at the multiple solutions, I found a solution that helped me to use the consent event stream in Salesforce. If you want to learn how to configure customer contact requests in Salesforce Lightning, you have come to the right place.

  • Customer contact requests in Salesforce
  • How to configure customer contact requests in Salesforce Lightning

Customer contact requests in Salesforce

In Salesforce customer contact request is the feature that increases our customer’s experience in trading with the company. This customer contact request refers to an interconnection between the customer using Salesforce customer relationship management(CRM).

It includes the formation of the record or case within the salesforce for tracing customer requests. By the salesforce support channel when the customer submits the contact request and the information related to the request is stored as a record. This record holds information about the customers.

When the customer contact request is signed in Salesforce and it can be allocated to the particular sales representatives or team for additional action.

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This customer contact request is a lightweight version of the cases. It can be connected to other records.

In this way, we have learned about the customer contact request in Salesforce. Now, let’s move further and see how to configure customer contact requests in Salesforce. We will explore the salesforce experiences: Salesforce Lightning.

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How to configure customer contact requests in Salesforce Lightning

Here we are configuring the customer contact request in Salesforce Lightning. If you want to learn how to configure the customer contact request in salesforce lightning follow these steps.

Step-1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.

How to configure customer contact requests in Salesforce
How to configure customer contact requests in Salesforce

Step-2: After clicking on the setup option, the setup page is open. Enter the routing configuration in the Quick Find Box and the customer contact request comes at the top. Click on the customer contact request. And these customer contact requests are present under the feature settings and services in the left sidebar.

How to configure customer contact requests in Salesforce lightning
How to configure customer contact requests in Salesforce lightning

Step-3: After clicking on the customer contact requests option, the customer contact request page is open. In customer contact requests the customers have a problem or want to contact you, don’t make them wait on the phone in a queue for support.

It creates flows to let customers initiate contact requests from our community. For creating the customer contact request click on the new flow button that is present at the bottom of the page. Click on the new flow button.

Configure customer contact requests in Salesforce
Click on the new flow button

Step-4: After clicking on the new flow button, the Set up customer contact requests page is open. Here we can create a flow to let customers initiate contact requests from our community. Agents then call the customers back to follow up. Give this flow and description to help us to identify it.

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For setting up the customer contact requests first fill in the flow name here we are filling the flow name as USA Customer Contact Request and after that fill the flow API name this flow API name is filled by simply clicking on the field.

After that, we can also fill in the description field if we want else leave the description field the same and click on the next button.

Configure customer contact requests in Salesforce lightning
Fill in the complete information related to the customer contact request

Step-5: After clicking on the next button, now move to the next step which is to set up the customer contact request. Now here we can choose the objects and add them objects to the selected field and then click on the next button.

Salesforce configure customer contact requests
Click on the next button

Step-6: After clicking on the next button, now select who owns these requests. Assign the user or queue to own the requests that come in from our customers. Make sure that the user you assign has at least read access to contact requests.

Now select or enter the users that you want to own the request. Here we are selecting the user if you want to remove that user and select the other user then you can do that else leave the user the same.

After that click on the next button that is present at the bottom of the right side of the page.

Salesforce lightning configure customer contact requests
Select the users that own these request

Step-7: After clicking on the next button, the customer cancel request is almost set up. The customer contact flow is created. There is one more step, in experience builder, use the flow or contact request button and flow component to add our contact request flow to the page.

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To create more flows, run this process again for creating another account and click on the finish button that is present at the bottom of the page.

How to configure the customer contact requests in Salesforce
How to configure the customer contact requests in Salesforce

Step-8: After clicking on the finish button, the flow is created successfully. The USA Customer Contact Request flow is created successfully and seeing below the new flow button.

How to configure the customer contact requests in Salesforce lightning
How to configure the customer contact requests in Salesforce lightning

In this way, we understand how to configure the customer contact requests in Salesforce Lightning.

Conclusion:

In this Salesforce tutorial, we have learned about how to configure customer contact requests in Salesforce. We have also discussed how to configure customer contact requests in Salesforce.

So, we conclude that in Salesforce customer contact request is the feature that increases our customer’s experience in trading with the company. It lets the customer submit a request for someone for getting back to them.

Moreover, we have learned that Salesforce Lightning gives a simple and easy way to determine how to configure customer contact requests in Salesforce.

In addition to this, the following are the topics that we have discussed in this blog:

  • Customer contact requests in Salesforce
  • How to configure customer contact requests in Salesforce Lightning

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