User Manual Guide: Case Management App on Salesforce AppExchange

casemanager@algoworks.com
Algoworks
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USER MANUAL
CASE MANAGEMENT APP
(A Product By Algoworks)
Manage your cases
better than ever before.
Case Management App
https://appexchange.salesforce.com/listing
Detail?listingId=a0N3A00000ErAuaUAF
Case Flag
Case Split
Case Merge

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● Introduction
● Installation Process
● Configuration
● Page Layout
● Case Management
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CASE MANAGEMENT APP
ABOUT
What is Case Management App?
Case Management App is a lightning-ready 100% native app (also
supported in Salesforce1™) designed to help improve Case
Management.
Salesforce users who were facing difficulties in managing the
‘Cases’ on Salesforce® can now take a sigh of relief.
This app makes case management lucid. It involves :
Case Flag
Case Split
Case Merge
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Managing your case has become simpler
Three Key Features Of Case Management Application
Case Flag
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Case Merge Case Split

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Prerequisites for installing Case Management App.
● Enable Email-to-Case in your org.
● Goto Setup.
● Search Email-to-Cases in the Quick Find box
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● Click on Email-to-Case
● Click on Continue
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● Click on the Edit Button.
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● Click on Enable Email-to-Case.
● Click on Save.
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● Go to AppExchange Case Management App.
https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000ErAuaUAF
● Click on Get It Now button to install it
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Pre-Installation Guidelines.
Following of the pre-installation guide is of utmost
importance to avoid encountering issues which
reads:
This app can’t be installed .
So follow the steps listed next to successfully install
the Case Management App.
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The first step involves installing Case Management
App from Salesforce AppExchange.
● Select the appropriate kind of user.
● Click on the Install button.
Installing Case Management App.
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Here we are going to configure
Case Management App right
after installation which will help
you use the app for the best.
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Next step involves Case Management
Configuration.
● Click on All Tabs on the right
hand corner of your Screen.
● Go to Case Management
Configuration.
Case Management App Configuration
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The app also provides the feature of
managing Case SLA (Service Level
Agreement) via an intuitive Flag system,
where deadlines are automatically applied
to the Cases with different colors, and can
be set manually as well whenever needed.
Click on Flag.
Click on the drop down list and select
the number of stages.
Set the Time Interval and Color of the
flag.
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In this section we will deal with
the configuration of the three
key features of the app i.e flag,
merge and split.
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Case Management App Configuration involves:
● Flag
● Merge
● Split
Configuration
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The app also provides the feature of managing Case SLA
(Service Level Agreement) via an intuitive Flag system,
where deadlines are automatically applied to the Cases with
different colors, and can be set manually as well whenever
needed.
● Click on Flag.
● Click on the drop down list and select
the number of stages.The stages can
range from a minimum of 2 to a
maximum of 7.
● For each stage, set the Time Interval
(in Hours) and Color of the flag.
Flag Configuration
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The flag age option below allows you to set the flag age
depending on business hours basis (working hours of
organization) or calendar hours (24x7) basis.
● Click on the required radio button.
● Click on the checkbox below to receive an
email notification upon the flag resolution.
● Click on Save Button or Reset button as per
requirement.
● Upon change of Case Owner the flag is reset
to the initial stage.
Flag Configuration
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On selection of Business hours option, the color of the flag
changes as per the business hours prevailing in your
organization.
If the business hours are from 9am to 6pm and a case
is raised at 5pm the flag with an interval of 2 hours
changes its color next day after presuming work.
Flag Configuration
Selecting Business hours.
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On selection of Calendar hours option, the color of the flag
changes as per the calendar hours i.e 24X7 hourly basis.
If a case is raised at 5pm the flag with an interval of 2
hours changes its color by 7pm irrespective of the
working hours of the organization.
Flag Configuration
Selecting Calendar hours.
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With the point-and-click ability, the Case Management App has
made it easy to search for Duplicate Cases and merge them into
one.
● Select the number of cases you want to merge.
● Select the fields for sorting default duplicate cases
listed.
● Select the fields to customize the query to list the
relevant duplicate cases.
Merge Case Configuration
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With the point-and-click ability, the Case Management App has
made it easy to search for Duplicate Cases and select the
number of cases as well as sort it accordingly.
● By clicking on the Merge case limit you can choose the
number of cases you want to merge from the drop down
list (from a min of 2 to a max of 9 cases).
● Select the fields for sorting the duplicate cases listed.
All the listed duplicate cases will be sorted as per your
requirement.
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● You are eligible to select any query depending on which
you can list your duplicate cases. In case you do not
specify any custom formula the fields you have selected
will take an AND formula and execute the command
assuming each case true.
● Otherwise in another case you can also customize the
formula related to the selected fields to enlist the
relevant duplicate cases.
● Click the checkbox to get an email notification upon
successful case merge.
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Next you can select the objects you want to merge in your
master case.
● Check the boxes so that the related objects of
the case can be merged in the master case.
● Click on the Validate and Save button or on the
Reset button as per requirement.
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Not only does the app merges Cases, it can split a single Case
into multiple Cases. The user has the flexibility to choose which
information has to be copied to the new Case, and which has to
be left back in the original Case.
● Select the objects that need to be transferred.
● Click the checkbox to get an email notification upon
successful case split.
● Click on Save button or the Reset Button as per
need.
Split Case Configuration
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Here we are going to setup the
basic page layout.
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To set up your page layout and configure the required
fields and buttons you need to go to Setup.
● Go to Setup.
● Locate the Quick Find/Search box.
Cases Page Layout Setup.
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Get ready to manage your cases.
● Type in Cases in the Quick
Find box.
● Click on Page Layout Option..
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Create New page layout, make
edits to the existing layouts or
even delete it!
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● Click on Page Layout.
● Click on New Button to create a new page
layout.
● Click on Edit to make changes to the existing
page layouts.
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Feel free to drag and drop the
required elements to setup
your perfect layout.

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● Click on Fields.
● Drag and drop the required
elements to the page.
Fields Setup.
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● Click on Buttons.
● Drag and drop the required
elements to the page.
Buttons Setup.
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● Click on Salesforce1 and Lightning
Actions.
● Drag and drop the required elements to
the page.
The Salesforce1 and Lightning Actions feature helps
you to add buttons that are Lightning compatible.
Salesforce1 and Lightning Actions Setup.
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● Click on Visualforce Pages.
● Drag and drop the required elements to
● the page.
It also gives you the provision to add Visualforce
Pages.
Visualforce Pages Setup.
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● Click on the properties button on the top
right corner to set the section in a visually
appealing fashion.
● Set width in % and the appropriate height (in
this case it is set to 100% and 20
respectively).
● Check the Show label checkbox.
● Click on OK button.
You can easily set the Visualforce Page Properties.
Visualforce Pages Setup.
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Raise cases and take care of
your existing cases with ease.

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● Click on New Button or on the Go button.
● Create New Cases.
Case Management
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● Fill in Case Information.
● Fill in Additional Information
● Fill in Descriptive Information
● Click on Save.
● On creation of a new case a flag is
automatically set to stage 1.
New Case Creation
New Case
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● You can manually set a flag on any case which has no flag.
● Click on Set Flag.
● A case flag of the pre configured colour is set along with the
timer.
Set Flag
Set Flag
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Set Flag
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● When a case is raised and you opt for Set Flag a flag
of a definite color appears (the color that has been
previously defined to appear at Stage 1).
● As soon as the first stage’s time expires the flag will
automatically change to the next stage’s defined color.
● After the expiry of the second stage’s time the color of
the flag automatically changes to the next stage’s
defined color and so on.
Hence giving you a clear indication of the current status of
your cases.

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● The Flag can be manually cleared as well.
● Click on Clear Flag.
Clear Flag
Clear Flag
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● By clicking on the Clear Flag button the
flag assigned is removed.
Clear Flag
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● By clicking on the Split button you can split
and repeated split any particular case.
Split Case
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Split

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Click on the split button to split a particular case.
● Select the Case Split Type.
● Select the Case Comments to be split.
● Select the Emails to be split.
● Select the History of the cases to be split.
● Click on Split.
● You can click on Split and Split Again to further split the same
case.
Split Case
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● Click on the Search Duplicate button to
locate the number of Duplicate Cases.
● You can easily see the number of
Duplicate Cases detected from the link
highlighted in the section.
Search Duplicate
Search Duplicate
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After Clicking on the search duplicate button.
● You can Search any case directly from the
search box.
● It gets appended in the list.
● You can select the case and carry out the merge
process.
Search Duplicate
Search Duplicate
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Click on the search duplicate button.
● Select the appropriate case fields and the search
the duplicate case.
● You can also customize a formula based on the
usage of case fields.
● Click on Merge Selected.
Search Duplicate
Search Duplicate
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Click on the search duplicate button.
● Select the cases you want to merge based on
your search filter or customized formula.
● Click on Merge Selected to merge the multiple
cases that you have selected.
Search Duplicate
Search Duplicate
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● Click on one case to make it the master case.
● Click on merge button.
Search Duplicate
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For any queries, installation or use, please send a mail to

User Manual Guide: Case Management App on Salesforce AppExchange

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User Manual Guide: Case Management App on Salesforce AppExchange