• Lauren O'Brien

Using Salesforce Cases to Manage Your Requests

Have to admit that I was initially introduced to using Salesforce Cases to manage internal Salesforce related requests by my first Salesforce manager, Tom, but have implemented it myself at several organizations for a few reasons including the fact that there was no additional cost for a separate ticketing system and since I spend a lot of time trying to encourage end users to spend more time in Salesforce think it is only fair if I also work out of the same system.

Am going to share with you a high-level overview of how, and why, to use Salesforce Cases to manage requests sent your way. Benefits include -

  • As mentioned, there is zero cost if you already have Salesforce (any version of Service Cloud or Professional Edition and above for Sales Cloud) and no need to manage another tool

  • Email-to-Case functionality makes it super simple for end users to submit their request(s)

  • Case automation and/or other automation options can keep the end user(s) in the know regarding their request

  • Ability to build reports and/or dashboards on your requests so you can easily display status, number of requests, time to close, and more

If you are getting excited about implementing Cases for internal requests, it is important to take a few moments to consider the following if your Org is already using Cases for another need -

  • Do you have Cases Processes and Record Types already enabled for Cases

  • If not, you will need to create Support Processes and Record Types to separate your Cases from those already active and determine how you want to communicate these changes to those working Cases currently

  • Will you need to update reports and/or dashboards if you introduce new Record Types

  • Is there any automation related to Cases that will need to be updated to include, or exclude, the internal Record Type

You are excited about using Cases and have evaluated the impact to your end users so let's get into how this can be accomplished. Note, if this is your first time implementing something of this nature best to test in a Sandbox first if at all possible.

From here forward, if you are already using Cases for another purpose, you should have created them Support Processes and Record Types as needed, updated reports/dashboards, and made needed changes to automation which can include Workflow Rules, Process Builder, and/or Apex.

You are now ready to start customizing Cases to help manage your workload so here are the high-level steps -

  • Create a new Support Process (I usually default to "Salesforce Support Process")

  • Create a new Case Record Type

  • Create new fields (if applicable) such as "Department" to track, by Case, which department made the request

  • Add new values (if applicable) to fields like "Type" and enable them for your new Record Type

  • Build a Case Page Layout for your Cases and assign it to everyone for your new Record Type

  • If enabling Email-to-Case, have a separate email inbox created like salesforce@"yourdomain".com or salesforcesupport@"yourdomain".com

  • Write an email template and use Case-Auto-Response Rules to send it when a Case of your Record Type is created

  • Enable Email-to-Case

  • Create a Case List View that displays your open Cases and share it with your end users

  • Test Email-to-Case (if applicable)

  • Create documentation that can be shared with your end users that explains how they can request your help (either by Email-to-Case and/or creating a Case directly in Salesforce) and access their Cases

  • Notify your end users of this process which can include sending email(s), hosting a short training, and talking about it during team/company meetings

Obviously, when I reiterate that this is a high-level overview, I mean it. Implementing Cases for managing your work, and requests, can be a huge project so want to repeat that initial building and testing should be done in a Sandbox plus you can also rely on resources such as Trailhead to get a handle on Cases, and other Service settings, within Salesforce.

How do you feel about using Salesforce Cases as an internal Salesforce Support ticketing system?

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