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SETTING UP CUSTOMER SUPPORT
Summary
What Are the Setup Steps
Use support features to
better manage your support
team and improve customer
satisfaction
From the object management settings for cases in Setup
Set which case fields are tracked on the Case History related list
Add the Parent Case field and Related Cases related list to case page layouts
Set up these support features from Setup
Tips for Support Reps
After setting up support
features read Tips Hints
for Support Reps to help
optimize your Support
workflow
Create email templates
Use email templates to notify
Customers that their case was created manually
Customers that their online case has been received
Customers that a new comment has been added to their case
Users that cases were assigned to them
Users that cases were escalated
Users about solutions that may help them solve their case
Create queues for cases
Set up case contact roles so multiple contacts can be associated with a case
Customize the support settings You must customize support settings before setting up assignment
rules escalation rules WebtoCase EmailtoCase and OnDemand EmailtoCase See Support
Settings for details
Set case assignment rules
Create case escalation rules
Set up WebtoCase and EmailtoCase or OnDemand EmailtoCase
Set up autoresponse rules that determine the email templates to send to customers based on any
attribute of the case they submit
Set up public solutions so that customers can find them From Setup enter Public Solutions
in the Quick Find box then select Public Solutions
Set up a SelfService portal or Customer Portal so that your customers can resolve their inquiries
without contacting a customer support representative
Note Starting with Spring the SelfService portal isnt available for new orgs Existing orgs
continue to have access to the SelfService portal
Set up the Salesforce console or Console tab to include cases so that your support team can work
with customer inquiries more efficiently For more information see the Salesforce online help
Last updated April
Setting Up Customer Support
Assignment and Escalation Rules
Assignment and Escalation Rules
Queues
You can create your
queues based on service
level product expertise
or other criteria
When creating a queue
complete the Queue
Email with an address
to use for all notification
email messages for
example when a case
is automatically assigned
to a queue
For every new queue a
queue list view is
automatically added to
the Cases tab allowing
you to see all cases in
the queue
Support representatives
can accept cases from
any queue
WebtoCase
EmailtoCase
WebtoCase generates
an HTML form to post on
your companys website
to capture your
customers inquiries
EmailtoCase lets you
capture customers email
as cases
Your active assignment
rule determines how
these cases are
distributed as they are
received
Autoresponse rules
determine which email
to send to customers
when they submit a
case
Case Assignment Rules
Case assignment rules automatically route cases to users or queues
Notifying users or queues when cases are assigned to them works best for organizations with a
small caseload With a larger caseload customer support representatives can receive email
notifications only when cases are escalated
Case Escalation Rules
With case escalation rules you can automatically escalate cases with certain criteria if they are still
open after a specific period of time
You can choose to notify a user andor reassign the case or just mark the case as escalated
Salesforce periodically checks for open cases that match an escalation rule entry
How Rules Work
You can have one active assignment rule and one active escalation rule at a time Each rule is an
umbrella for multiple rule entries
Cases are processed through the assignment or escalation rule entries in order When a case
matches the rule entry criteria that entry is applied
The last entry should catch cases that do not meet other criteria
Support Settings
Support settings act as your control panel for automated support features You can access these settings
from Setup by entering Support Settings in the Quick Find box then selecting Support
Settings
For Default Case Owner choose a queue or user as the owner of cases that fail to meet the
criteria in your assignment rule entries If you want the person notified when a case is assigned to him
or her select the Notify Default Case Owner checkbox
For Record Type Setting select how record types should be assigned when applying
assignment rules
For Automated Case User select a user to list for all automated actions in the Case History
related list
Select a Case Creation Template to automatically notify customers that their case was
created This is for manuallycreated cases not WebtoCase EmailtoCase or OnDemand
EmailtoCase so use the contact merge fields for personalization If the suggested solutions feature
is enabled use the CaseSuggestedSolutions merge field to include solutions that
may help the user resolve a case
Select a Case Assigned Template to notify a user or queue that a case was assigned to them
by another user
Select a Case Close Template to automatically notify customers that their case has been
closed
Select Enable Case Comment Notification to Contacts to specify whether
contacts who are not SelfService portal users can receive an email notification when a case comment
has been modified or added to a case If you choose this option click the Case Comment
Template lookup field and select the email template for these email notifications
Setting Up Customer Support
Knowledge Settings
Select Notify Case Owner of New Case Comments to notify case owners when users
and customers add a public or private comment to their case
Select Early Triggers Enabled to ensure that escalation rules and their actions are triggered
before the time specified
Select Enable Suggested Solutions to show the View Suggested Solutions button on
case detail pages which may help users solve cases
Knowledge Settings
Give your website visitors clients partners and service agents the ultimate support tool Create and
manage a knowledge base with your company information and securely share it when and where its
needed
Your Salesforce Knowledge base is built from knowledge articles which are documents of information
Articles can include information on process like how to reset your product to its defaults or frequently
asked questions like how much storage your product supports
Experienced service agents and internal writers write the articles The articles are then published and can
be used internally or externally in a range of channels You can publish articles in customer and partner
communities and public websites or share articles in social posts and emails Control where and what
information is published or shared based on the article page layouts user profiles actions and other
settings
To set up or edit your knowledge base from Setup enter Knowledge Settings in the Quick Find
box select Knowledge Settings then click Edit
See the Salesforce Knowledge Guide for detailed information
