Salesforce.com For Dummies by Liz Kao & Jon Paz

Author:Liz Kao & Jon Paz [Kao, Liz]
Language: eng
Format: azw3
ISBN: 9781119239321
Publisher: Wiley
Published: 2016-04-06T16:00:00+00:00

To clone a case, click the Clone button at the top or bottom of the case record. If it’s the day of a new product or feature release, and many customers are reporting the same problem, the Clone button will come in handy for you. Just remember to still skim the new copy that was cloned, to make sure you change certain fields (like the Contact), to be relevant for each customer. This is similar behavior across other records in the Salesforce family.

You can also set up Salesforce to generate a new case from an email sent to a specific address (like [email protected]), also known as the Email-to-Case feature. You have a few options, depending on your company’s email requirements. Or, you could always have a Web-to-Case form set up (similar to the Web-to-Leads form that we discuss in Chapter 15). For details on how to set up Email-to-Case, read Salesforce Service Cloud For Dummies.

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