Case Submission and Management

Case Submission and Management



Using Cases


Submitting A Case

Salesforce Support

IT Support

Web Support

Maintaining Cases

Objects & Fields

Maintaining Case Round Robin

Formula Fields

Case Assignment Rules

Submitting A Case

The first step to submitting a case is to navigate to the Case Management App. Do this by opening the App Launcher and searching for “case” to select the “Case Management” option under Apps.


From here you should default to the Case Submission Page. If not, select “Case Submission” at the top of the page. 











If once on this page you do not see any reports or any options to create a case, you may not have the appropriate permissions. Please contact your supervisor for next steps, or so they may submit a case on your behalf.

Salesforce Support

When To Select Salesforce Support: This option is for any issue you may have regarding your dialer, Salesforce permissions or user settings, errors or questions on Leads, Opportunities, Accounts and Contacts as well as any other issues that pertain specifically to your experience within the Salesforce organization. 


When NOT To Select Salesforce Support: If you have a question regarding adding a product to the Pricebook or a question regarding the utilization of your company laptop or any hardware questions, this is not the correct option. If you have a question regarding the scope of a project or a task that has been assigned to you through Salesforce, this is not the correction option.


1. Select the “Salesforce Support” option and then “Create A Case”.


2. Location of Interest: What object, App or tool of Salesforce is giving you reason to submit a case?


Case Reason: What is the high-level purpose of your case?


Recurring: Is this a repetitive issue that keeps cropping up for you? This is not necessary if this is a case for a task that needs to be completed regularly, such as new users.

3. This page should be regularly updated, but may contain information specific to your case. Please review any information to see if the answer already exists! 


Mark “Confirmed” and hit “Next.”




4. Priority: Mark how important this case is to get resolved quickly. And remember, if everything is urgent, nothing is!


Case Description: Please provide as much information as possible! Users involved, accounts or leads involved, error messages you have seen. 


Hit “Next”




5. Congrats! The case is made.
But we are not done! Click the link provided to be taken to your case.


6. On your case page, make a post!

Here you can provide images to all relevant information. If you were given an error message, provide a screenshot here. 


Images make our process 10x easier and will be vital to your case!



IT Support

When to select IT Support?: Is there an issue with your company device? Are you having difficulties accessing the company network?


When to NOT select IT Support: Does this issue involve Salesforce? Then this should be a Salesforce ticket. Is this a personal issue with your personal device? Then this is not an issue for IT Support, go to Best Buy. 

1. Select “IT Support” and then “Create a Case”










2. First select what type of IT support this is. Hardware, Software or an Installation service request.


Why are you submitting this case? This could be a problem you are having, a question you have, or a request for a new feature or item.


Select “recurring” if this is an issue you’ve had repeatedly.


Review steps 3-5 of “Salesforce Support” to complete.




Web Support

Only PM’s should typically be submitting Web Support requests. If you are not a PM, consider if this request should be going through a PM or if it is better suited to be a Salesforce or IT Support ticket.


To submit a Web Support request, switch to the Web Support Submission tab: 


1. Select “Create a Case”



2. Select an account. This is a required field, and the account must have web support included.


The relevant URL could be the page that has an error, needs an update, or a URL to an example of what you are requesting. If there is no relevant URL, you can simply put in the home page of the account.


Why are you submitting the case?


Is this an issue you’ve had repetitively?

Follow steps 3-5 of creating a Salesforce case.

Maintaining Cases

Objects & Fields

Case

Account Name

AccountID

Lookup(Account)

Case Description

Case_Description_C

Rich Text Area

Case Number

CaseNumber

Auto Number

Case Origin

Origin

Picklist

Case Owner

OwnerID

Lookup(User)

Case Reason

Reason

Picklist

Case Record Type

RecordTypeId

Record Type

Date/Time Closed

ClosedDate

Date/Time

Date/Time Opened

CreatedDate

Date/Time

Days Over Estimate

Days_Over_Estimate__c

Number(18,0)

Description

Description

Long Text Area

Escalated

IsEscalated

Checkbox

Est Completion Date

Est_Completion_Date__c

Date

Estimated Completion Date

Estimated_Completion_Date__c

Formula (Date)

Estimated Completion Time

Estimated_Completion_Time__c

Number(18,0)

IT Round Robin

IT_Round_Robin__c

Formula (Number)

Location of Interest

Location_of_Interest__c

Picklist

Maintenance Case

Maintenance_Case__c

Lookup (Maintenance Case)

Opportunity Name

Opportunity_Name__c

Lookup(Opportunity)

Parent Case

ParentID

Lookup(Case)

Priority

Priority

Picklist

Product Request Round Robin

Product_Request_Round_Robin__c

Formula (Number)

Recurring Issue

Recurring_issue__c

Checkbox

Relevant URL

Relevant_URL__c

URL(255)

Round Robin

Round_Robin__c

Formula (Number)

Status

Status

Picklist

Subject

Subject

Text(255)

Times Reopened

Times_Reopened__c

Number(18,0)

Type

Type

Picklist

User

Case_User__c

Lookup(User)

Web Round Robin

Web_Round_Robin__c

Formula (Number)



Maintenance Case

Account

Account__c

Lookup(Account)

Active

Active__c

Checkbox

Case Description

Case_Description__c

Rich Text Area

Case Reason

Case_Reason__c

Picklist

Created By

CreatedByID

Lookup(User)

Default User

Default_User__c

Lookup(User)

End Date

End_Date__c

Date

Frequency

Frequency__c

Picklist

Frequency Bucket

Frequency_Bucket__c

Picklist

Last Modified By

LastModifiedById

Lookup(User)

Maintenance Case ID

Name

Auto Number

Owner

OwnerID

Lookup(User,Group)

Priority

Priority__c

Picklist

Relevant URL

Relevant_URL__c

URL(255)

Start Date

Start_Date__c

Date

Work Hours

Work_Hours__c

Number(18,0)



Maintaining Case Round Robin

There are two aspects that control the Round Robin: the Formula field, and Case Assignment Rules.


Formula Fields:














There are four formula fields in use for the round robin, one per record type.


Label

Name

Purpose

IT Round Robin

IT_Round_Robin__c

Cases about hardware, software and installation requests for the IT team.

Product Request Round Robin

Product_Request_Round_Robin__c

Requests to add a new product to the price books or adjust a product.

Round Robin

Round_Robin__c

Requests for the Salesforce team regarding Salesforce products or RingCentral

Web Round Robin

Web_Round_Robin__c

Requests for the Web Support team from PM’s regarding client sites.



All four fields have the same logic, the difference being what record type is assigned to the case and how many users there are supporting that case type. To adjust the round robin to accommodate a new support team member, or take one away, open the relevant Round Robin field.


Select “Edit” 


Adjust the highlighted number (the # immediately following (CaseNumber), to match the number of support team 

members for the specified case type.


Adjust the highlighted range in the top comment to reflect the range of team members.


Scroll to the bottom and hit “Save”.

Case Assignment Rules

Changing just the Round Robin field is not the end! You will also need to adjust the Case Assignment Rules to include/remove the associated support user.



From the setup menu type in “Case Assignment” in the Setup Quick Find. 


Select “Case Assignment Rules”


From there select “Round Robin Case Assignment”


From here you will review the Rule Entries. 


If you are removing a user, simply hit “del” next to their row. 


To add a user, select “new”.




Under “Sort Order” simply put the next number in the “Order” sequence beside the associated case type above (i.e. for Product Request above it would be 8)



For Step 2: Select the Criteria for this Rule entry, under “Field” select the associated Field for this type. (i.e Case: Product Request Round Robin, IT Round Robin. Review the table of fields under Formula Fields above). 


As a “value” enter the next number in the “Criteria” sequence beside the associated case type above. (i.e. for Product Request it would be 3, or for the Salesforce Round Robin it would be 4)


In Step 3, select the user intended as the new support user. For Email Template select “SUPPORT: Case escalation notification (SAMPLE)”.


Select “Save” at the bottom. Congrats! You’re done adding a user to the support cadence.

Maintenance Cases

A “Maintenance Case” is a record of a task that will need to be repeated on a predictable schedule. For example, a monthly security check or yearly domain registration. These live as a separate object from the typical “Case” and everyday will be generated as needed.


Limited users have the ability to create or view Maintenance Cases. If you have need for these permissions, please submit a Salesforce Case as described in previous sections.

Creating a Maintenance Case


1. Open the App Launcher and search “Maintenance Case”. 


2. Then at the top right, click “New”.




Account: Select the account that this maintenance item is associated with. The account must have Web associated with it.


Default User: Is there a specific user that should complete this task each time? If so, fill them in here. If there is no default user selected, the case will enter the Web Round Robin upon creation.


Start Date: When will the maintenance cycle begin?


End Date: When will the maintenance cycle end?


Active:  Is this case active? A use case could be if the maintenance case has not been finalized, or if there is any reason for it to be ‘paused’ in the middle of the cycle.







Frequency: How often will this task need to be completed? 

Daily Cases should be a very infrequent requirement. 


Weekly Cases will be generated and assigned on Mondays and set to be due on Friday.


Monthly, Quarterly and Yearly will have an associated ‘frequency Bucket’





Frequency Bucket: Subsection of Frequency. 


Monthly: Which week of each month? Assigned Monday, due Friday of specified week.


Quarterly: Which month of the quarter? (1st, 2nd or 3rd, i.e. 1st would be Jan, Apr, July, Oct). Assigned Monday and due Friday first week of the month.


Yearly: Which month of the year? Will be assigned the Monday and due Friday the first week of the specified month.






Case Reason: This will match the Case Reason in the Web Support case generated.

Priority: This will match the Priority in the Web Support case generated.


Work Hours: How many hours is this estimated to take per instance? Used for reporting and planning.


Relevant URL: If there is a relevant URL, input here. If nothing is inputted, generated Web Support Cases will have the home page of the account.








That’s it! Hit ‘Save!’






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