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.
Even for a simple process, there must be rules:
- All Cases must be on an ACTION list, and be owned by a person or team, and have a definitive next action at all times, until Closed.
Some other features:
- Cases will be created via Web to Case, Email to Case or by internal staff creating it from an existing Account.
- There are two types of Cases - increase in entitlements and technical support.
- There will be a field on the web to case to ask them what the contact is about.
- An Increase in entitlement must not be answered if the Account has outstanding bills. (Let's assume that is already built into the Account).
- An email should be sent saying, nicely, pay your bill before we can action this case.
- An Increase in entitlement must be approved by a senior staff member before granting it.
- Let's assume that the approval process will automatically grant the entitlement.
- The Entitlement certificate is sent as a PDF document on case close.
- Entitlements are handled by a select team, Technical support is handled by all.
- At any time, the Sales staff must know if there are any increase in entitlements pending, when they are out and about on their mobile phones.
- There needs to be a report and dashboard of each type of Case, with volume of cases and how quickly they were actioned.
- A case should be actioned within 48 hours.
This is a made up scenario, that has just enough twists and turns to use just about all features of cases - but it's a simple scenario.
There are some gaps in this scenario:
- Why wouldn't they charge for an increase in entitlements? (they are nice people, of course).
This Scenario does not use all of the cool features of the Case Console or Macros (coming in Spring '15) in Service Cloud.
- Technical Support
- Picked up by first staff member from the queue
- Look up knowledge base.
- Respond to client via email
- Check if outstanding monies
- Auto email
- Place in pending
- Task for accounts team to chase up.
- Picked up by first staff member from the queue
- Fill in all required details
- Send for approval
- Case Closed
- Email Sent
- Entitlement granted (out of scope of this document).
Here is a process diagram of this process.
See Business Process Diagramming for info on how the diagram was built.
- What Fields are required?
- Which fields are required on views?
- Which fields are required on reports?
- What will the dashboards look like?
- What fields are required at each stage?
- Eg, what are the fields that are required to be entered for approval.
- Who are the people and teams involved?
- What is the exact steps that are done to grant entitlement (eg if you are doing a flow interview).
|Process||Setup||Fields, Validation Rules||Views, Reports, Dashboards||Record Types, Page Layouts, Buttons||Queues, Workflows, Approvals, Auto Responses, Knowledge, Quick Actions||Code / Apps||Other|
|Set up Cases|
|OK for Entitlement|
Pick up Technical Support from Queue
|Look up answer in Knowledge|
|Respond to Case|
|Technical Support Open too long|
|In Pending too long|
Pick up Entitlement from Queue
|Fill in required details|
|Submit for approval|
0. An ACTION view is a view that must always be empty - if it's not empty then the first thing people must do is deal with those cases.
1. The Standard Web to Case form can't handle Record Type fields - so the work around is to create a picklist field, then run a workflow to change the record type. Otherwise, you can create a custom web to case form and set the record type on the way in - depending on your web person's abilities.
2. Or use Rollup Helper. Case is not a Master Detail to Account so you need to
3. Use Take Ownership for Cases https://appexchange.salesforce.com/listingDetail?listingId=a0N30000007qNiSEAU
4. This changes the page layout to show the additional fields required for granting an entitlement. This page layout has the Submit for Approval button on it, for example, and it has required fields for the fields that need to be updated.
5. This is a simple approval process:
- Approval Conditions
- based on OK for Approval = true
- On enter
- Lock Case
- status = In Approval
- On non approval
- status = Open
- Task to Owner
7. You can custom build a Visualforce PDF page, or you can use Drawloop.
8. I like to create complex scenarios like this into one formula - that way if the requirements for approval change, you only need to change it in one formula, rather than a validation rule, an approval process, reports, etc.
9. If you have scenarios where you get Cases from people that are not already Accounts or Contacts in your Salesforce, then use Email to Case Premium. It does this bit really really well. Note: It does take a bit of setup.
Have I Missed Anything?
Anything overdone or not the way you have done it?
Any better ways of doing this?
Does anything need more explanation?
Add a comment below. Thanks
To be added
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
- 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