Salesforce cases and conversation links
Find and update Salesforce cases and associate case work with the relevant customer conversation.
What it is
Cases lets you work with Salesforce service cases while helping a customer in INSIDE. You can retrieve and search cases, inspect their details, update them and add comments. A case can also be associated with the relevant INSIDE conversation.
Who uses it and why
Operators use cases to keep service work in Salesforce while handling the conversation in INSIDE. Visitors can supply information through configured chat or offline forms and complete a supported post-chat survey.
Where to find it
Open the visitor's Cases tab. Use Create Case to start a case and Refresh to reload the list. Case setup is Powerfront-managed under Settings › General Settings › Salesforce.
How it works
- Open Cases to retrieve the customer's cases, or search for a case.
- Select a case to inspect its configured details.
- Use the available status or edit controls to update it. Edit Case opens the configured form.
- Add a comment where your Salesforce operator mapping permits it.
- To create a case, use Create Case, complete the New Case form and save.
Case creation can include customer information and establish the Salesforce contact or account association. INSIDE separately records the case associated with the conversation. A customer association and a case association are therefore not interchangeable.
Configured creation flows can also work with an earlier conversation or an offline submission. They can retain a specifically selected conversation association rather than using a newer conversation.
Configure it
Ask Powerfront to set the case record type and configure the creation and detail forms. An applicable subsite record type takes precedence over the website choice. Required fields and available choices depend on those forms and Salesforce configuration.
Powerfront can enable Disable Case Creation/Editing to remove the add and edit options. To store supported post-chat survey results with the case and conversation, ask Powerfront about Save Survey to Salesforce. Both switches are off by default.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Case Record Type | Settings › General Settings › Salesforce | website | Not set | Powerfront | Choose the website's case record type, with an applicable subsite choice taking precedence. When neither is set, INSIDE supplies no record-type override. |
| Disable Case Creation/Editing | Settings › General Settings › Salesforce | website | Off | Powerfront | Remove the add and edit case options from the operator interface. |
| Create Case Config | Settings › General Settings › Salesforce | website | Built-in form: Contact, Agent, Subject, Description and Priority | Powerfront | Define the case creation and editing form presented to operators. |
| View Case Config | Settings › General Settings › Salesforce | website | Built-in view: Subject, Contact, Owner, Description, Created at, Closed at, Reason and Priority | Powerfront | Define the case information shown to operators. |
| Save Survey to Salesforce | Settings › General Settings › Salesforce | website | Off | Powerfront | Save supported post-chat survey results in Salesforce with the relevant case and conversation association. |
Limits and good to know
- Posting comments needs a mapped Salesforce user for your operator account on the current website.
- A case can exist without being the case associated with the conversation you are viewing. Confirm both the customer and case.
- Creating or linking a case does not by itself describe every transcript-export action. Transcript export follows its own settings.
- Salesforce errors can prevent creation or updates. Refresh the case list before retrying when you are unsure whether a save completed.
- Custom integration behaviour can adapt the case workflow.
Depends on and works with
View all connections as a list
This feature uses
- SubsitesConfigured by
An applicable subsite case record type takes precedence over the website choice.
- Starting, ending and expiring chatsEnhances
A case can be associated with the relevant conversation.
- Salesforce connection and operator setupRequires
Case operations need the Salesforce connection; posting comments also needs an operator mapping.
- Salesforce contactsEnhances
Cases can use the associated Salesforce contact or person account.
- CRM form field configurationConfigured by
Case forms and views determine fields and presentation.
- Custom CRM integrationEnhances
Custom integration behaviour can adapt case creation and updates.
- Offline help for visitorsEnhances
Configured offline forms can contribute case creation.
- Post-chat survey for web visitorsEnhances
Supported post-chat survey results can be associated with the case and conversation.
Used by
- Visitor and conversation information panelsEnhances
An enabled Salesforce integration can provide Cases and related actions.
- DispositionsEnhances
Configured Salesforce case synchronisation can receive disposition changes.
- Offline messagesEnhances
The configured Salesforce integration can receive an offline case.
- Offline help for visitorsEnhances
Enabled Salesforce case creation sends the request to that CRM.
- Post-chat survey for web visitorsEnhances
Enabled Salesforce survey saving can associate supported feedback with the case and conversation.
- Salesforce connection and operator setupEnhances
The connection and mapped operator identity support Salesforce case work and comments.
- Salesforce conversation records and transcriptsEnhances
A linked case is associated with export and permits conversation record updates.
- CRM form field configurationEnhances
Salesforce case actions use these forms.
FAQ and troubleshooting
Why is Create Case missing?
Powerfront can remove case creation and editing through Disable Case Creation/Editing. Ask Powerfront to check the website's configuration.
Why can't I add a case comment?
The comment form is hidden when your operator account has no Salesforce user mapping for the website. Ask an administrator with the Settings or Manager role to check Salesforce Username on your operator record.
Why does a case show different fields from another website?
Case forms, views and record types are configurable. Subsites can also use a different record type.
Does linking the customer automatically select the right case?
No. Customer and case associations are separate. Check the case associated with the conversation before continuing the work.
Why did the survey not appear in Salesforce?
Check with Powerfront whether Save Survey to Salesforce is enabled and whether that survey flow supports the case and conversation association.