How to Create Web-to-Case in Salesforce

In this Salesforce tutorial, we will learn how to create a web-to-case in Salesforce. Also, we will understand the steps of creating a web-to-case in Salesforce Lightning and the steps of creating a web-to-case in Salesforce Classic.

In Salesforce customer fills out the form and submits the form by simply clicking on the submit button on our website. After submitting the form the web-to-case feature sends an automatic email this email know we receive the support request.

While working with an organization that uses Salesforce, I got a task where I needed to create a web-to-case in Salesforce. To fulfill this requirement I use the web-to-case object that is present under the Feature settings under the Service.

So after looking at the multiple solutions, I found a solution that helped me to create a web-to-case in Salesforce. If you want to learn how to create a web-to-case in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.

The following are the topics that we will cover in this salesforce tutorial:

• Web-to-Case in Salesforce
• How to Create Web-to-case in Salesforce Lightning
• How to Create Web-to-case in Salesforce Classic

Web-to-Case in Salesforce

In Salesforce web-to-case is a creative service cloud feature which is automatically catching the support requests directly from our website and it will revolve them into cases. It uses a designable form that involves the fields that we want to be based on our requirements.

When a customer fills the form and submits the form simply click on the submit button on our website. After submitting the form the web-to-case feature sends an automatic email this email know we receive the support request.

This Web-to-Case will upgrade our support team’s productivity and also help them respond to customer support queries.

Before we put on Web-to-Case or make the web form for our website we will do dome work. First, we will need to choose the case field that we need to involve in our web form. The fields for the web form we need to choose depends on the particular requirement.

This form involves fields that can capture the detail of the customer such as the name, contact details, company name, etc. We can also involve the field that can get the issue of the information.

Let us see, how to create web to case in salesforce step by step.

How to Create Web-to-case in Salesforce Lightning

Here we are creating a web-to-case in Salesforce Lightning. If you want to learn how to create a web-to-case in salesforce lightning follow these steps:

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.

2: After clicking on the setup, the setup page is open. Enter a Web-to-Case in the Quick Find Box and the Web-to-Case object comes at the top. Click on the  Web-to-Case. And these case auto-response rules are present under Feature Settings.

3: After clicking on the web-to-case option, the web-to-case settings page is open. We use a simple web form or a self-service customer community to make it easy for customers to submit cases directly to our customer support group.

First, do the basic settings click on the checkbox for enabling the web-to-case option then leave the required reCAPTCHA verification checkbox empty, and after that click on the drop-down arrow of the default case origin field. After clicking on the drop-down arrow the drop-down list is open. Here select the web option from the list.

4: After selecting the default case origin option, now do the auto-response email settings. First, fill the default response template field, before filling this field we can see that it is automatically filled.

If we want to change this default response template option that is already field, click on the lookup icon option.

5: After clicking on the lookup icon, the lookup page is open, in this lookup page there is a serach box if you want to search for any template then write the name of the template in the serach box else choose the template from the below list.

And you can see under the recently viewed email templates there are lots of email templates. You can select any of the email templates.

6: After selecting the email template option, the default response template field is filed, and then leave the hide record information and the email signature field same. Now there is no need to change these options after that click on the save button.

In this way, we understand how to create a web-to-case in Salesforce Lightning. Let’s Proceed further and learn how to create a web-to-case in Salesforce Classic.

How to Create Web-to-case in Salesforce Classic

Here we are creating a Web-to-Case in Salesforce Classic. If you want to learn how to create a Web-to-Case in Salesforce Classic follow these steps:

Step-1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.

After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.

Step-2: After clicking on the setup, the setup page is open. Enter a Web-to-Case in the Quick Find Box and the Web-to-Case object comes at the top. Click on the  Web-to-Case. And these case auto-response rules are present under Feature Settings.

Step-3: After clicking on the web-to-case option, the web-to-case settings page is open. We use a simple web form or a self-service customer community to make it easy for customers to submit cases directly to our customer support group.

First, do the basic settings click on the checkbox for enabling the web-to-case option then leave the required reCAPTCHA verification checkbox empty, and after that click on the drop-down arrow of the default case origin field. After clicking on the drop-down arrow the drop-down list is open. Here select the web option from the list.

Step-4: After selecting the default case origin option, now do the auto-response email settings. First, fill the default response template field, before filling this field we can see that it is automatically filled.

If we want to change this default response template option that is already field, click on the lookup icon option.

Step-5: After clicking on the lookup icon, the lookup page is open in this lookup page there is a serach box if you want to search for any template then write the name of the template in the serach box else choose the template from the below list.

And you can see under the recently viewed email templates there are lots of email templates. You can select any of the email templates.

Step-6: After selecting the email template option, the default response template field is filed, and then leave the hide record information and the email signature field the same. Now there is no need to change these options after that click on the save button.

So, with this, we have learned how to create web-to-case in Salesforce Classic.

Conclusion

Here we have learned about creating a Web-to-Case in Salesforce. We have also discussed how to create a Web-to-case in Salesforce.

In Salesforce there is a feature called web-to-case which is a creative service cloud feature which is automatically catching the support requests directly from our website and it will revolve them into cases. It uses a designable form that involves the fields that we want to be based on our requirements.

Moreover, we have learned that both Salesforce Lightning, as well as Salesforce Classic, gives a simple and easy way to determine how to create a Web-to-Case in Salesforce.

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

• Web-to-Case in Salesforce
• How to Create Web-to-case in Salesforce Lightning
• How to Create Web-to-case in Salesforce Classic

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