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Salesforce Admin Hack Series:Case Object

#sfHacks

Salesforce Admin Hack Series:Case Object

#sfHacks

Welcome!

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@michaelforce@ringlead

@jarrodmichael@appirio

Michael FarringtonChief Product Officer, RingLeadFounder, Qandor

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About

RingLead creates easy-to-use yet powerful applications that will make your customer and

prospect database much, much better.

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Duplicate Removal & Prevention

Normalization

Data Enrichment

Unique Web-to-Lead

Unique Upload

Diver

Data Shield

Profiler

Company Search

Contact Capture

Unique Entry

Data Cleanse

Complete Data Quality SuiteWe offer a full suite of data quality applications.

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Case Comment Tracking Fields

Objective: Store important dates such as “First Comment

Date” and “Last Comment Date”

Shout out to Jason Paquette@paquettejason

Secret: You can create workflow on the “Case Comment”

(and “Email Message”) objects

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Neglect Flag

Objective: An image field to flag cases that have sat

without a comment for too long

Secret: http://www.salesforcefast.com/2010/10/hidden-

images-available-on-salesforce.html

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Shout out to Amber Neill Boaz@amber9904

Send Email to Foreign Web Submitter

Objective: Case is submitted via Web-to-Case from

person not in your Contacts, you want to send them

email from within Salesforce.

Secret: Two-fold: you don’t have to have anyone in the

“To:” of an email sent from Salesforce, and you can put

any email address you want in the “Additional To:”.

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/_ui/core/email/author/EmailAuthor?p3_lkid={!Case.Id}&retURL=%2F{!Case.Id}&p2_lkid={!Case.ContactId}&p2_lktp=003&p24={!if(ISNULL(Case.ContactId),Case.SuppliedEmail,'')}

Jarrod KingstonBusiness Analyst, Appirio

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© 2013 Appirio, Inc. - Confidential

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Quick Email Links

Objective: Give service agent ability to quickly send a

commonly used email response to case contact.

Example: Service agent needs to quickly send solution

tied to case or case check-in using standard email

templates.

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Shout out to Bill Greenhaw@Bill_Greenhaw

Case Re-Open Count

Objective: Track how many times a Case has been

reopened by the customer. Helps track service team

efficiency.

Example: A service manager wants to track the average amount of times cases are reopened.

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Shout out to Joshua Titus@aviao008

“Take Ownership” Button

Objective: Give service agent easy way to take ownership

of a Case.

Example: Service agent is working a queue and needs to

quickly take ownership of the case.

Shout out to Jason Paquette@paquettejason

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Come to our Dreamforce Session

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Top 10 Salesforce Admin HacksTuesday, November 19th3:30 PM - 4:30 PMThe Westin St. FrancisGrand Ballroom

Visit us in the Expo Hall

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West507

North2302

Questions? Comments?

@michaelforce @jarrodmichael

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