Salesforce Admin Hack Series: Case Object


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Michael Farrington and Jarrod Kingston share some great ways to hack the Salesforce Case object.

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Salesforce Admin Hack Series: Case Object

  1. 1. Salesforce Admin Hack Series: Case Object the webinar will begin shortly... #sfHacks
  2. 2. Salesforce Admin Hack Series: Case Object #sfHacks
  3. 3. Welcome! ● Type questions into the webinar control panel ● Join the conversation! #sfHacks @ringlead @michaelforce @appirio @jarrodmichael
  4. 4. Michael Farrington Chief Product Officer, RingLead Founder, Qandor #sfHacks
  5. 5. About RingLead creates easy-to-use yet powerful applications that will make your customer and prospect database much, much better. #sfHacks
  6. 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. 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. 8. Neglect Flag Objective: An image field to flag cases that have sat without a comment for too long Secret: Shout out to Amber Neill Boaz @amber9904 #sfHacks
  9. 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. 10. Jarrod Kingston Business Analyst, Appirio #sfHacks
  11. 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. 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. 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. 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. 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. 16. Visit us in the Expo Hall North 2302 West 507 #sfHacks
  17. 17. Questions? Comments? @michaelforce @jarrodmichael @Appirio @RingLead #sfHacks