Support Your Customers With Web-To-Case

Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. This can help your organization respond to customers faster, improving your support team’s productivity.

  • Web To Case is a means by which you can post a simple, unauthenticated web page that allows your customers to submit cases directly to your instance. This means that you can post a public case submission page on your own website with your own branding and styling.
  • Web To Case works by generating a snippet of HTML for you. This HTML is an HTML form that you can put on any page. When your customer presses Submit, the information on this form is posted directly to a server, which handles the information, converts it to a case, and redirects the customer’s browser back to a page of your choosing.

How to setup?

Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website.For more information on setup please check the Salesforce Help Article here

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Configure Search Results in Lightning Experience

Select which fields users can see, filter on, and sort by on the search results page. You can also choose which field is shown as the secondary field in instant results. Finally, you can create profile-specific layouts for unique profiles in your org. The search layout that you configure applies to global and lookup searches.

The search results layout for an object determines:

  • Which field appears as the secondary field in instant results
  • Which fields are shown in a record’s instant results preview
  • Which field is shown in a recommended result
  • Which fields are shown as columns on the search results page
  • Which fields can be filtered on the search results page

To customize search results layouts and create profile-specific layouts in Lightning Experience, use Search Layouts (1).

For each unique profile in your org, you can create search results layouts for individual objects. Only objects with customizable layouts support profile-specific layouts. Users who don’t have a profile-specific layout assigned to them see the default search results layout. In Lightning Experience, you also can access layouts for Salesforce Classic.

To customize layouts for Salesforce Classic, use Search Layouts for Salesforce Classic (2). These layouts are only for Salesforce Classic and include the Lookup Dialogs, Lookup Phone Dialogs, and Search Filter Fields layouts.

Note: Users can’t customize the search results layout, so consider asking them which fields they need.

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Auto Add Fields to Custom Report Types

It’s time-consuming to add new custom fields to your reports, especially when you have many custom report types. Now with Auto Add, custom fields that you add to a Salesforce object are added automatically to all the custom report types based on that object. When you create a report from the custom report type, all the custom fields are right there for you to add to your report.

Steps To Enable the Feature

From Setup, in the Quick Find box, enter Reports and Dashboards Settings, and then select Reports and Dashboards Settings. Select Auto add new custom fields to custom report type layouts and then click Save.

You can now add new custom fields to a report built from an existing custom report type from the Fields pane in the report builder. All custom fields for the Salesforce object are automatically included in the Fields list, and you can drag any of them to the Columns list.

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Use Einstein for Service To Get Faster Recommendations

Improve case accuracy and completion by removing the guesswork involved in completing case fields. Einstein Case Classification recommends, selects, or saves field values on new cases based on historical case data. Agents see predictions in the Service Console in Lightning Experience and Salesforce Classic.

We know that every minute counts. If you have the Try Einstein version of Einstein Case Classification, Einstein now recommends field values just once to the agent, right after the case is created. Enable quick text for your org so that your users can insert predefined messages. Quick text streamlines work for service agents and sales reps.

Where do recommendations appear?

To view Einstein’s recommendations on a case, click Get Einstein Recommendations in the Lightning Service Console.

Depending on your setup, case classification recommendations appear in one of two places in the Lightning Service Console:

  • Case Details related record component
  • Einstein Field Recommendations component, whose standard title is Case Classification

How do I view recommendations? Click Einstein Recommendations Available to apply Einstein’s recommendations. Fields with recommendations appear with a green dot, and the text at the top of the component changes to Einstein Recommendations Applied.

Note: Recommendations typically appear right after the case is created, though there can be a slight delay during high-traffic times. You may need to refresh the page to see them.

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Streamline Customer Interactions with Prebuilt Quick Texts

Stop retyping the same message over and over, and save time. Use quick text to insert predefined messages on any standard or custom objects in the following quick actions or places: Knowledge articles, Chats, Log a Call actions, emails, and social posts. Lightning Experience users can also use quick texts on events and tasks. Quick text saves users time and increases standardization. 

Enable quick text for your org so that your users can insert predefined messages. Quick text streamlines work for service agents and sales reps.

With the latest salesforce release, you can use prebuilt quick texts. New prebuilt Quick Texts enhance agents’ workflow with instant productivity. Agents can resolve cases, request more information from customers, and follow up via email after closed cases or to troubleshoot with only a few clicks.

How to use pre-built Quick Texts?

You need to share the folder Sample Quick Texts 1, and give read access to the service agents you want to access Quick Texts.

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