What is Salesforce's "Web-to-Case"?
Salesforce's "Web-to-Case" is a feature that allows you to generate a web form that automatically registers the entered information as a Salesforce case (inquiry matter).
You can easily generate web forms that can be integrated with Salesforce without any programming required.
By using Web-to-Case, you can eliminate the need to copy and manage inquiry details in a separate system, leading to more efficient inquiry response operations.
How to set up Web-to-Case
Steps to create a web form using Web-to-Case are as follows:
1. Enabling Web-to-Case 2. Code output by "HTML Generator"
Step 1. Enable Web-to-Case
First, enter "Web-to-Case" in the quick search field in the top left of the settings screen.
Select "Web-to-Case" from the items displayed to open the "Web-to-Case Settings" screen.
Check "Enable Web-to-Case" .
"Default Case Origin" is the item that is automatically job seekers phone number list registered as the origin of the case. Usually, it is set to "Web", but you can also set other origins such as "Email" or "Facebook".
For example, if you want to manage inquiries from email newsletters and inquiries from Facebook separately, you can create separate inquiry forms with different source settings and automatically sort the cases.
Once you have completed the above settings, click "Save" .
Step 2. Code output by "HTML Generator"
Next, select "Web-to-Case HTML Generator" from the quick search and open the "Import cases from your website" screen.
Select the items you want to display as fields to be entered on the form from "Available Fields" and click "Add" .
If you want to delete any unnecessary items, select them from "Selected Items" and click "Delete" .
Check "Publish to Self-Service Portal" and enter the URL of the page you want to display after completing the form in "URL" .
If you want to set Google's raCAPTCHA (recaptcha) as a security measure for your form, check "Include raCAPTCHA in HTML" .
To set up reCAPTCHA, you need to make some preparations on the reCAPTCHA website. For more information on how to set up reCAPTCHA, please refer to the official help below.
Preventing Spam Cases with reCAPTCHA | Salesforce Official Help
Clicking "Create" will output the HTML code for the form as shown below.
Copy the generated HTML code and paste it into the web page where you want the form to appear.
Other ways to streamline customer support with Salesforce
Web-to-Case is not the only Salesforce feature or tool that can help automate and streamline inquiry responses.
We will introduce similar features available in Salesforce and recommended related tools.
Using Web-to-Lead
If you want to register information entered into a web form as a lead (prospect) instead of a case, use Salesforce's "Web-to-Lead" feature.
Web forms created with Web-to-Lead store the information entered and submitted in the Lead object, not in the Case object.
For example , Web-to-Lead is useful when creating an "application form" for a seminar or downloadable materials (white papers) .
The setup method is almost the same as Web-to-Case, and you can create a web form for lead capture with simple operations.
Using Email-to-Case
Salesforce's "Email to Case" is a feature that automatically registers inquiry information sent by email as a case.
For example, if you list an email address for inquiries on your business cards or website, you will need to consider how you will accept inquiries via email.
If you are likely to receive a large volume of emails, manually checking them may result in missed replies.
By implementing Email-to-Case, inquiries made by email can be automatically saved as cases. They can be managed together with other cases in a centralized manner on Salesforce, making email correspondence more efficient.
Using Account Engagement (formerly Pardot)
"Account Engagement" (formerly Pardot) is an MA tool from Salesforce.
By linking Salesforce and Account Engagement, you can not only attract customers through web forms, but also streamline all of your web marketing initiatives, such as advertising and email newsletter distribution.
