Create a Salesforce Case from outside Salesforce – Web to Case

Would you like to be able to let your customers create cases using pages familiar to them or within another application?

Using the Web to Case feature in Salesforce, this is not only possible but also very easy.

Update Salesforce from Oracle using Web-to-Case

Introduction -

Salesforce is an online based CRM (customer relationship management) application that allows a company to track not only customer information (sales, opportunities and cases) but also customize the application to suit the particular business needs.

Cases in Salesforce allow the company to track issues and notify/escalate if needed. For a full description of the functionality of Salesforce and to get a free developer account, please visit Salesforce website.

Wouldn’t it be nice to be able to allow customers to submit information for cases through a simple webpage without having to call customer support or to log into Salesforce itself. With the web to case functionality, you can.

Setup

First you have to enable your Salesforce environment to allow the Web-to-Case functionality. To do this you must have administration rights – or else contact your Salesforce administrator.

First go into Setup > App Setup > Customize > Self-Service > Web to Case

Web2Case

Step 1 – enable Web to Case and define default origin for Case.

Step 2 – add any custom fields if required. It is assumed you or your admin already knows how to do this.

Step 3 – Select what fields in the Case you want populated from you web form.

web2case2

Some points to note –

URL – this will define what web page you will go to after the case has been submitted.

Generate – clicking this will generate the HTML page code that you Web developer will need to add.

Now you can give the generated HTML code to your web developer.

The next step is to go the other way and investigate using Salesforce APEX language to process incoming emails.

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4 Comments on “Create a Salesforce Case from outside Salesforce – Web to Case”

  1. Kanchan Ram says:

    Can we have 2 web to case forms generated for different business purposes?
    For ex. one web to case form is already being used for the cases raised by partner users. But a few partners do no have access to portal (which means their accounts are not enabled for partner yet). The requirement is to have another web to case form made available to such partners so that when they submit cases, a trigger gets fired after case creation and will create portal user for such partner.

  2. Mike Guthrie says:

    Is there a way to shut-off or disable the redirect?

  3. Ashton says:

    An impressive share! I have just forwarded this onto a coworker who was conducting a little
    research on this. And he actually bought me dinner
    due to the fact that I found it for him.

    .. lol. So let me reword this…. Thank YOU for the meal!
    ! But yeah, thanks for spending time to discuss this subject here on
    your web page.

  4. Shoshana says:

    Nice post. I learn something totally new and challenging
    on blogs I stumbleupon everyday. It’s always interesting to read
    through content from other authors and use something from other sites.


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