# Salesforce cases and conversation links

Find and update Salesforce cases and associate case work with the relevant customer conversation.

*Release 3.3 · operator, visitor*

**Settings › General Settings › Salesforce**

## 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

1. Open **Cases** to retrieve the customer's cases, or search for a case.
2. Select a case to inspect its configured details.
3. Use the available status or edit controls to update it. **Edit Case** opens the configured form.
4. Add a comment where your Salesforce operator mapping permits it.
5. 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, on request | 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, on request | 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, on request | 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, on request | Define the case information shown to operators. |
| Save Survey to Salesforce | Settings › General Settings › Salesforce | website | Off | Powerfront, on request | 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

### This feature uses

- **Requires** [Salesforce connection and operator setup](CRM-010.md): Case operations need the Salesforce connection; posting comments also needs an operator mapping.
- **Configured in** [Subsites](ADM-003.md): An applicable subsite case record type takes precedence over the website choice.
- **Configured in** [CRM form field configuration](CRM-020.md): Case forms and views determine fields and presentation.
- **Works better with** [Starting, ending and expiring chats](CHAT-001.md): A case can be associated with the relevant conversation.
- **Works better with** [Salesforce contacts](CRM-011.md): Cases can use the associated Salesforce contact or person account.
- **Works better with** [Custom CRM integration](CRM-022.md): Custom integration behaviour can adapt case creation and updates.
- **Works better with** [Offline help for visitors](VX-011.md): Configured offline forms can contribute case creation.
- **Works better with** [Post-chat survey for web visitors](VX-014.md): Supported post-chat survey results can be associated with the case and conversation.

### Used by

- **Enhances** [Visitor and conversation information panels](CON-017.md): An enabled Salesforce integration can provide Cases and related actions.
- **Enhances** [Dispositions](CHAT-019.md): Configured Salesforce case synchronisation can receive disposition changes.
- **Enhances** [Offline messages](CHAT-028.md): The configured Salesforce integration can receive an offline case.
- **Enhances** [Offline help for visitors](VX-011.md): Enabled Salesforce case creation sends the request to that CRM.
- **Enhances** [Post-chat survey for web visitors](VX-014.md): Enabled Salesforce survey saving can associate supported feedback with the case and conversation.
- **Enhances** [Salesforce connection and operator setup](CRM-010.md): The connection and mapped operator identity support Salesforce case work and comments.
- **Enhances** [Salesforce conversation records and transcripts](CRM-014.md): A linked case is associated with export and permits conversation record updates.
- **Enhances** [CRM form field configuration](CRM-020.md): 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.