Automations in Case Object – Salesforce

Cases are a very well developed issue on the Salesforce platform that helps in contact with customers. Notifications and subsequent consideration of cases involve a huge amount of processed data and duplication of patterns when dealing with customer inquiries.

Salesforce, in order to facilitate the work of a team of specialists handling contacts with customers, used many automation to improve processes.

Most of the improvements to the Cases are outlined below. A more detailed description of each of the elements and how we can apply it to our organization will be described on our blog in separate articles.

Case Assignment Rule 

They are created to automatically assign Cases when they are assigned directly to Users or Queues.

Case Auto Response Rule

When the Case is automatically created, the system sends a message to the client that the request has been accepted.

Case Escalation Rule

When a Case meets the given conditions, this automation allows you to perform up to 5 actions.

Web-To-Case

It allows you to intercept a message from a form on a website and create a Case in Salesforce from it.

Email-To-Case

If the customer sends an e-mail directly to our support address, a new Case is automatically created.

Case Teams 

These are groups of users created by the administrator who can work together on one Case, having access to all the necessary information.

Case Queues

A case that is not assigned to any user is added to the queue where members from the role and public groups have access.

Macros

They allow you to combine different Cases that concern the same topic.

Ownership Transfer

Ability to switch Matters between owners (Users, Queues) by using the change link next to the owner name on the record.

Support Channels & Features

With this tool, we are able to use additional customer contact channels in Salesforce, such as Call Center, Live Agent, Omni Channel.

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