Customers give service request in different ways to get their solutions .Web to case is one of the easiest way to get the online request from customer. Through this you can generate an HTML file from Salesforce and add to your company web site. So that your customers can send you service request from your company website and the cases will be create in Salesforce automatically. You can auto generate 5000 new cases a day.
Follow below steps to create the web- to-case.
Step 1: Click Setup and in Quick find box enter Web and click Web-to-case.
Step 2: Check enable Web-to-Case.
Step 3: Deselect Require reCAPTCHA Verification. We’re not going to cover reCAPTCHA here.
Step 4: Choose the default Case Origin as Web.
Step 5: Select an email template which will be sent as auto response to customer after the case is generated in Salesforce. This email template lets know to customer that his/her voice is heard.
Step 6: Select Hide Record Information to prevent case information appearing in the email sent to customer.
Step 7: If you want, you can use an email signature that’s different than the one in the response template, enter a new signature.
Step 8: Click Save.
Generate HTML form and use that in your company website.
Step 9: In set up Quick find box enter Web-to-case and click on Web-to-Case HTML Generator.
Step 10: Which case field you want to fill from your customer to place that field on the form select case fields from Available fields to Selected section.
Step 11: Enter the URL to appear after customers submit their case, in this case we will use ‘thank_for_submit’.
Step 12: If Include reCAPTCHA in HTML is checked, uncheck it. We’re not going to cover reCAPTCHA here.
Step 13: Click on Generate. Then copy the HTML content and place it in company website.
Meanwhile, we can create the Leads in Salesforce from our own website by using the Salesforce’s Web-To-Lead feature.