What is Web-to-Case in Salesforce?

Salesforce Web-to-Case (WTC) is a feature that allows organizations to capture cases directly from their website. This process involves generating a WTC form, which can be integrated into the company’s website. Customers can use this form to create a case in Salesforce.com effortlessly.

Enabling and Customizing Web-to-Case

With Web-to-Case, you can gather customer support requests from your website and automatically generate new cases in Salesforce. Here’s how to set it up:

1. Enable Web to Case: Activate the feature in Salesforce.
2. Create and Customize the Web Form: Design your form, selecting the appropriate case fields, and customize it to fit your needs.
3. Add the Form to Your Website: Embed the generated HTML form into your company’s website.

Steps to Set Up WTC

1. Choose Case Fields: Select the fields to include in your form.
2. Create an Email Template: Design a template for automated notifications sent to customers upon form submission.
3. Set Up Case Queues: Create queues to assign incoming cases.
4. Assign Case Ownership: Decide who will own the cases created via the form.
5. Create Assignment Rules: Establish rules for assigning web-generated cases to users or queues.
6. Default Case Owner: On the Support Settings page, specify a default case owner for unassigned cases.

Additional Customization Options

• Email Notifications: Configure email templates for case creation, assignment, and closure.
• Customer Feedback: Set up a survey to be sent upon case closure.
• Case Visibility: Control case visibility in the Self-Service Portal.
• Case Comment Notifications: Notify contacts and case owners of new comments.
• Escalation Rules: Enable early triggers for case escalation actions.
• Suggested Solutions: Provide agents with suggested solutions to help resolve cases.
• System Email Address: Use a system email address for notifications.

WTC Limitations

• Case Limits: Only 5000 cases can be registered in 24 hours.
• Content Type: Does not support multipart/form-data.
• Rich Text Fields: Rich Text Area fields are not supported and will be saved as plain text.

Custom Server Concept for Web-to-Case

WTC allows automatic capture of support requests from your website, turning them into cases using a simple, customizable form. This form can be styled and embedded on a public case submission page, making it easy for customers to submit support requests.

Difference Between Web-to-Lead and Web-to-Case

• WTL: Sales-driven, capturing leads interested in products or callbacks.
• Web-to-Case: Customer service-driven, handling support requests like product issues.

Changing a WTC Form in Salesforce

To modify a WTC form:

1. Go to Setup and search for Web-to-Case.
2. Complete the required fields and enable WTC.
3. Optionally, enable reCAPTCHA v2 verification for added security.

Why Use WTL in Salesforce?

Web-to-Lead captures prospects who provide contact information, aiding in lead generation and allowing redirection to other internet pages critical to campaign success.

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