Salesforce Admin Hack Series: Case Object
1 like3,410 views
The document discusses a webinar on Salesforce case objects. It provides tips and tricks ("hacks") for tracking case details like comments, flagging neglected cases, sending emails to external contacts, and creating quick email templates and buttons for agents. Speakers from RingLead and Appirio promote their applications and services for optimizing Salesforce data and moving businesses to the cloud. They invite attendees to their Dreamforce session and booths in the expo hall.
Salesforce Admin Hack Series: Case Object
- 1. Salesforce Admin Hack Series: Case Object the webinar will begin shortly... #sfHacks
- 2. Salesforce Admin Hack Series: Case Object #sfHacks
- 3. Welcome! ● Type questions into the webinar control panel ● Join the conversation! #sfHacks @ringlead @michaelforce @appirio @jarrodmichael
- 4. Michael Farrington Chief Product Officer, RingLead Founder, Qandor #sfHacks
- 5. About RingLead creates easy-to-use yet powerful applications that will make your customer and prospect database much, much better. #sfHacks
- 6. Complete Data Quality Suite We offer a full suite of data quality applications. Data Shield Contact Capture Data Cleanse Profiler Unique Web-to-Lead Unique Upload Unique Entry Normalization Duplicate Removal & Prevention #sfHacks Data Enrichment Diver Company Search
- 7. Case Comment Tracking Fields Objective: Store important dates such as “First Comment Date” and “Last Comment Date” Secret: You can create workflow on the “Case Comment” (and “Email Message”) objects Shout out to Jason Paquette @paquettejason #sfHacks
- 8. 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/hiddenimages-available-on-salesforce.html Shout out to Amber Neill Boaz @amber9904 #sfHacks
- 9. 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:”. /_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,'')} #sfHacks
- 10. Jarrod Kingston Business Analyst, Appirio #sfHacks
- 11. Appirio Helps You Reimagine Your Business with the Cloud Your Business Reimagined The World’s Largest Cloud Expert Community + = Services Powered by Reusable Technology and 75k Crowdsourced Developers 6 years, 500 enterprises, 2.5M users moved to the cloud © 2013 Appirio, Inc. - Confidential
- 12. 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. Shout out to Bill Greenhaw @Bill_Greenhaw #sfHacks
- 13. 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. Shout out to Joshua Titus @aviao008 #sfHacks
- 14. “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 #sfHacks
- 15. Come to our Dreamforce Session Top 10 Salesforce Admin Hacks Tuesday, November 19th 3:30 PM - 4:30 PM The Westin St. Francis Grand Ballroom #sfHacks
- 16. Visit us in the Expo Hall North 2302 West 507 #sfHacks