So, you want to start using Cases. Your workflow is simple, right? It's just a few steps, gather a bit of data, get an approval, communicate back with the client, voila, case closed, happy client.
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| Process | Setup | Fields, Validation Rules | Views, Reports, Dashboards | Record Types, Page Layouts, Buttons | Queues, Workflows, Approvals, Auto Responses, Knowledge, Quick Actions | Email | Code / Apps | Other |
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| Set up Cases | - Case Settings
- Case Feed Settings (see Case Feeds)
- Support Processes
- Technical Support
- Entitlement
- Email to Case Settings
- Routing Address x 2 - support@, entitlement@
- Organizational Wide Email
- Web to Case form
- Permission Set for Manage Cases
- Case Escalation Rules
| - Status
- Entitlement
- Pending
- In Approval
- Approved
- Rejected (Closed Status)
| | - Record Types
- Technical Support
- Entitlement
- Entitlement - Grant
- Page Layouts
- Technical Support
- New
- Open Feed Layout
- Closed
- Entitlements
- New
- Open
 4 - Approval
- Closed
| - Technical Support Queue
- Entitlement Queue
- Case Assignment Rule for each Queue
| - Create Letterhead
- Email Footer (if needed)
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| - Add Web to Case form to Website
- Approve Routing Address
- Forward support@ email address to the new Routing Address
- Create Salesforce Case to grant Login as users
- Login as each user
- Ensure all users have email signatures set.
- Ensure all users have Cases on their standard tabs
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| Case Created | |
| - Case Type
- Technical Support
- Entitlement 1
- Account
- No. Open Entitlements 2
| - ACTION - New Technical Support 0
- ACTION - New Entitlement
- Page Layout Accounts
- Add No. Open Entitlements, and ensure it is available on Salesforce 1 layouts.
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| - Auto Response Rules
- Change Record Type based on Case Type
- Quick Action to create Case from Account with pre-filled values.
| - Auto responder email for Technical Support
| - Trigger to calculate No. Open Cases on Account 2
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| OK for Entitlement | |
| - Account
- Case
- Formula - hours in Pending
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| - If Record Type - Entitlement and Account.Outstanding Payments > 0 then
- Email Alert
- Field Update - Status = Pending
- Task to Accounts + 7 days
| - Email saying no entitlement will be granted - contact Accounts
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Pick up Technical Support from Queue | |
| | - Technical Support - Responding
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| - Install Take Ownership 3
- Add Button to Page Layout
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| Existing Account? | | | | | |
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| Look up answer in Knowledge | - The following are required
- Case Feed is set up
- Knowledge articles are created
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| - Set up Knowledge (see Knowledge)
- Set up Knowledge to use in Cases
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| Respond to Case | |
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| | - Quick Texts for common responses.
- Email template for response layout
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| Technical Support Open too long |
| - Formula field - flag if escalated.
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| - If Hours Open > X (escalation rules) then
- Field Update Escalated = true
- Field Update Owner to Manager
- Notify Manager
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| In Pending too long | |
| - Formula field - flag if escalated.
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| - If Hours in Pending > X then
- Field Update Escalated = true
- Field Update Owner to Manager
- Task to Manager
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Pick up Entitlement from Queue | | |
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| - When Status = Open then
- Field Update Change Record Type to Entitlement - Grant 4
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Entitlement Rejected
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| - Rejection Reason (dependant Picklist to Status when Status = Rejected)
- Close Case Layout to require Rejection Reason
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| - Worklfow for Rejection Email
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| Fill in required details | | | | | | |
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| - For a complex scenario here, you may want to do a flow interview - eg for calculating length of entitlement.
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| Submit for approval |
| - Formula Checkbox - OK for Approval 8.
- Validation Rule - all fields filled in with correct values prior to approval
| - Entitlement - In Approval
- Owner = Approval Queue OR Status = In Approval
| - Button for Submit for Approval 6.
| - Manager Queue
- Approval Process 5.
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| Not Approved | | | | |
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| - See 5 below.
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| Approved | |
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| - Approval Process - approved
- Status = Closed
- Owner = Previous Owner
- Update Hours to Close
- Email Alert
| - Entitlement Granted
- PDF Attachment 7.
| - Run trigger to grant entitlement
- Trigger to update Account with latest Entitlement Date
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| Reports | | |
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| - Entitlement Status Report
- By Status
- Count of Cases
- Show Hours Open
- Closed Case Response Rate Report
- By Owner
- By No. Hours to Close
- Grouping and Conditional Highlighting
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| - After Spring '15 you can set up alerts to managers if there are too many items in the queue.
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| Dashboards | | |
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| - Closed Case Response Rate
- Entitlement Status
- Entitlements Granted this Week, Month, Year
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| Documentation | | | | | | | |
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| - Document the process!
- Document the apps that have been installed
- Document the stages - what is the criteria for the case at EACH STAGE of the process.
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| Info |
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As suggested by Chad Meyer from Internet Creations - Business Hours
- Tiered support for some customers who might need support out of business hours.
- Incorporating Assets as Assets are full Salesforce Object in Spring '15
Charles suggested - Global dashboard (Cases opened by week, Cases closed by week, Cases by type, etc.). This helps show volume being managed as well as trends in speed of processing etc. These are things that can be directly attributed to a well-implemented process (or indeed help surface where maybe it is not working yet).
- This is also a great way to reach users not directly involved with the cases (for example managers), as you can give them a nice tailored dashboard via email
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