What is Web to Case in Salesforce

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This is one of the important features of salesforce which consists of Browser Side Integration to create new cases in Salesforce. What you have to do is to insert some HTML Markup into your existing website and get ready to retrieve Cases.

Salesforce Web-to-Case allows companies to get customer support request directly from Website. It gives customer a simple web form to submit their cases easily and directly within Salesforce. As you can see in above image, It is a simple web form page. You can style the page according to you. 

While generating snippet of HTML or the web form, we can specify the fields we would like to capture from our customers while submitting the case. In Web-to-Case form, fields like Name, Email and Phone should always be set required. It asks for the URL also where the page will be redirected when the case will be submitted through web form. You can also include Recaptcha in your form to reduce the spam. 

Prerequisites For Web-To-Case
  1. From Setup, Enter Web in Quick Find Box, then select Web-To-Case. 
  2. Click on Enable Web-To-Case.
  3. deselect the require ReCaptcha Verification (we will go through this in our next blog).
  4. Choose Web as default case origin.
  5. Now, You have to create an email template to automatically notify customer that their case is created. The default email template (Support: Case Created (Web Inquiries) ) will be used only when no response rules are applied. 
  6. Click on Hide Record Information, If you don't want to send case related information to appearing in the email sent to customers.
  7. Provide an Email Signature if you wants to use another signature other than the default one.
  8. Click on Save button.
    Now, you're ready to generate the Web-To-Case HTML form.
Steps to Generate Web-To-Case Form
  1. From Setup, Enter Web in Quick Find Box and then select Web-To-Case HTML Generator.
  2. Select the fields which will be shown on the Website. 
  3. Deselect the Visible in Self-Service Portal checkbox. This is actually a field you can drap onto your case page layout. If this checkbox select, it automatically selects the Visible in Self-Service Portal checkbox for all new cases created via this Web-To-Case. Regardless of this default, users creating new cases can set this checkbox manually.
  4. Enter the URL to which the user will return after submitting the case.
  5. To provide security, you can add ReCaptcha to the HTML. Deselect it for now. We will cover this in our next blog.
  6. Click on Generate button. An HTML code will be generated for the selected field and org.
  7. Copy the generated HTML code into the notepad and save it in HTML format or post it to your website.
  8. Click Finished.
  9. That's it! Open the generated document in the browser and enter records on the page. Customer can reach out to your support team after creating cases over the Web. 
Limitations of Web-to-Case
  • Web-to-Case is limited to receiving 5000 cases per day.
  • Web-to-Case doesn't support Rich text area fields on the form.
  • Web-to-case doesn't handle the attachments. 
That's all for today! Hope you understand how to create Web-to-Case HTML form to generate cases through Web. Still if you have any further suggestions, thoughts and questions, then just make sure to comment down. 

Next up, Salesforce Web-to-Case form with reCaptcha Verification.

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