Web 2 Case

Create the origin for the web forms -  'Webform'
sandbox used:   autodelvmc

From Setup, enter Web-to-Case in the Quick Find box, then select Web-to-Case.

Select Enable Web-to-Case

Contact Name
Email
Subject
Description

Validation Process v2

Created Support Process

adding new statuses per request

Status:
- Pending
- assigned
- awaiting approval (teri, shep, ariana)
   -- approved
   --denied
   --invalid registration

create record type for validation

added new case origin - validation - made it the only option for validation case record types
added reasons - validation, reinspection - separate reasons

validation queue - already exists

created approval notification email template

Approval Process

New Approval Process Steps

Step 2. Specify entry Criteria 

case reason = Validation

Step 3. specify Approver field and Record Editability Properties

Case Owner must be person requesting approval - Approval request will go to their manager

make sure everyone's user settings has their manager - done via dataloader

Administrators OR the currently assigned approver can edit records during the approval process.

Step 4. Select Notification Templates

'approval process request notification' template

Step 5. Select Fields to Display on Approval Page Layout

Done

Step 6. Specify Initial Submitters

Case owners and the Validation team

Add the Approval History related list to all Case page layouts - yes

Allow submitters to recall approval requests - yes

New Approval Step

Step 1. Enter Name and Description

send to management -  step #1 and only step

Step 2. Specify Step Criteria

check with Teri.   Now, all validation cases can get to first step without meeting criteria.    ...  Specify whether a record must meet certain criteria before entering this approval step. If these criteria are not met, the approval process can skip to the next step, if one exists. Learn more

Step 3. Select Assigned Approver

all submissions go to Teri.  no delegated approver

Check 

You have just created an approval step. You can optionally specify workflow actions to occur upon approval or rejection of this step. Would you like to do that now?

Yes, I'd like to create a new approval action for this step now.

Yes, I'd like to create a new rejection action for this step now.

No, I'll do this later. Take me to the approval process detail page to review what I've just created. 

To assign delegates, for each user, populate the Delegated Approver field on the user’s detail page.

if approval declined then close case automatically - no (manually update status to Need more info or Closed Rejected
     Closed - Rejected created this status
    removed normal Closed status from validation record type 

need - rejected, close done   AND  rejected, need more info  Need More Info created 
when approved - auto close  ,  closed - good/! - can't 
   created Field Update from Setup - Update Status to Need More Info.  Use in first rejection in the process.
Updated Validation Queue - all of that record type not closed.

test - if Teri accesses validation case owned by Sharon can teri submit then approve the case?  yes
customer support should only see customer support cases - updated the Validation Queue so they can't access 
need to update the profiles to not see those cases too done

validation role should only see validation and aging cases - done with profiles
test if Dee can edit or see aging and/or validation cases - nope

case creation - contact name required
done  

AND (Contact.Id = "" , RecordTypeId = "012630000000JKC")

cant' close until approval done

on case page layout: make Description field prominent
Create a new page layout for validation cases
update the page layout assignements


create Follow Up button that creates a new task.  button near Edit button on case layout
validation.support@confirmation.com needs to be an email-to-case address forwarded to salesforce.  this need approval from Shep.   no customer reply notification necessary. 
Validation Cases can only be viewed by Validation Team and UP. 


create case origin - Self Registered 

make sure sharon/validation team can email from the validation email address. 

only teri to close validation cases
AND(
OR(
ISPICKVAL( Status , "Closed")
,ISPICKVAL( Status , "Auto Closure - Aging Days Under 5")
,ISPICKVAL( Status , "Closed - Validated")
,ISPICKVAL( Status , "Closed - Validated")
,ISPICKVAL( Status , "Closed - Rejected")
),
RecordTypeId = "012630000000JKC",
NOT($User.Id = "005A00000024Z8O"))

Creating a New Case Process - Aging Confirmations

#1 Create the new Support Process

Titled it Aging Confirmations - Case creation and management process for accounts with aging confirmations. 

Used Current Status values of Open and Closed only

Updated additional settings for the Aging record type; case origin, case reason, priority, training issues, type

Added Case Origin - Aging Case Import

Associated this origin with the record type, Aging

Updated the record type, Aging, origin list to only have Aging Case Import available and marked as default. 

Created a new support process, Customer Support.  

Created new record type, Customer Support.  Assigned the new Customer Support support process to the new Customer Support record type.  Made this available for all Profiles. 

Updated the Layouts for customer support record type just for the customer support profile and admin profile. 

Case Origin : removed Aging

Case Reason : removed Aging

no other changes

Created fake CS email-to-case address. 

Added Case Record Type to the Page Layouts

Ensure each profile has appropriately assigned record types.  Sales will need to see Aging case record types.   Ensure the button master record type is 'customer support'

Add descriptions to the record types.

create process that 'completes' all aging record type cases when the case is closed.   closed normal or closed auto

assignment rules - if origin is 'aging case import' then do not reassign owner

alert aging public group of new email on aging case

Aging Case Process

Access an Account and notice the field 'Oldest Aging (Days)'.  This field will be part of the automatic data feed process from Confirmation.com.
This field is the controlling field in a formula field titled 'Has Aging Confirmation(s)'.  When the 'Oldest Aging (Days)' (OAD) field is null or 0 through 4 then 'Has Aging Confirmation(s) (HAC) is unchecked.  When OAD is greater than 4 then HAC is checked.  

Try changing the OAD field on account pages and see that cases and tasks are created and closed automatically.   Also, add contacts to those accounts with email addresses and last login dates populated, use your own email so you see the emails sent to customers.  Notice how the contact with the most recent login is the one who gets the email. 

Under the hood…

There is a process that runs in the background based on the HAC checkbox. 

When the HAC field on an Account goes from checked to unchecked any Aging Cases associated with that Account are marked 'Auto Closure - Aging Days Under 5' as the Status.  This is a Closed Status.  All of the Tasks associated with these Cases (should only ever be one open at a time) will be marked Complete and removed from the daily task items on the Home page.

When the HAC on an Account changes from unchecked to checked, meaning the account now has a confirmation pending over 5 days, a Workflow is triggered.  

The Workflow uses the account ID and searches for all of the Contacts linked to that ID finding the Contact with the most recent login to Confirmation.com (also fed automatically via the data feed from Confirmation.com).  Then an Aging Case is created using the Account ID and Contact ID to populate the case's related records.   The Status is set to 'Open', the Owner is 'Aging Case Queue' and the Case Origin is set to 'Aging Case Import'. 

A Task is also created and the due date is scheduled for Three Days After the Case Creation Date.  This Task is assigned to Teri. 

Here's a list of steps the Sales Team, Teri and I discussed to manage the tasks on these cases. 

1. Aging rep completes original automated task by reaching out to the contact on the case. 

2. Aging rep can continue to update that task or complete that and create new tasks, assigned to themselves, for any follow up.  

3. When it's time to escalate to the sales team the aging rep will create a task assigned to the owner of the account (sales rep) and set the due date. 

4. Sales will work on the task and update the aging team with another tasks to complete any additional actions. 

In summary:

Aging Rep

1. From Home Page, complete daily Tasks

2. When needed, assign Task to Sales Rep

Sales

1. From Home Page, complete daily Tasks

2. When needed, assign Task to Aging Rep

Audit Trail

Created record type: Aging Added value Aging Case Import to Case Origin picklist with color Assigned dynamically Created record type: Customer Support Changed Cases page layout Feed Case Layout Created flow with Name "Aging Case Creation" and Unique Name "Aging_Case_Creation" Created custom formula field: Oldest Aging (Days) (Number) Created custom formula field: Has Aging Confirmation(s) (Checkbox) Added value Auto Closure - Aging Days Under 5 to Case Status picklist with color Assigned dynamically Changed Case Status picklist value from Auto Closure - Aging Days Under 5 to Auto Closure - Aging Days Under 5 (Closed) Created workflow rule Aging_Confirmations3016300000011ND for Object: Account Created Flow Trigger Aging_Confirmations3016300000011ND for Object: Account Activated flow version #2 "Mark Case Closed" for flow with Unique Name "Mark_Case_Closed" Created Email Alert Alert to Customer of Aging Confirmation for Object: Contact Changed Default Workflow User to Shepley Smith Changed email for user Shepley Smith from shepley.smith=confirmation.com@example.com to capconsupp@gmail.com Created Email Alert Aging Confirmation Alert to Customer for Object: Case Changed Case Assignment Rule Support Email Routing Created Task please follow up on aging email for Object: Case Activated workflow rule run task on aging case creation for Object: Case Created Queue Aging Cases Changed membership for Queue Aging Cases Activated flow version #10 "Aging Case Creation" for flow with Unique Name "Aging_Case_Creation" Created Public Group Aging Case Group_Creation" Created Email Alert Email Aging Rep when customer replies to aging case for Object: Case Created workflow rule Customer replied to aging case for Object: Case Activated flow version #11 "Aging Confirmations" for flow with Unique Name "Aging_Confirmations"

Lead Training

1. How the leads come in to Salesforce
1. CPA.com activity
2. Hubspot 
2. Access the Leads tab
1. In Lightning



Lightning Lead Tab

2. In Classic



Classic Lead Tab

3. Select Your Desired List View



Lightning My Open Leads List View


Notice the Lead Status in the My Open Leads list view below.

My Open Lead Status Filter



1. Lead Status
1. Open - Default Status for new leads
2. Contacted - Manually update to this status as you reach out to the lead
3. Qualified - When you're ready to move the lead to a Contact and Account (and optional Opportunity)
4. Unqualified - Lead is not interested.  No need to convert to a contact. 
2. Lead Conversion


1. When a lead is qualified it's ready to be Converted

1. Click the Convert button in classic or lightning. (This can be done prior to moving to the Qualified status)

Convert in Classic

Convert in Lightning

2. Convert the Lead by filling in the proper fields.  Creating an Opportunity is optional.

Web to Case rollout

1. From Setup, enter Web-to-Case in the Quick Find box, then select Web-to-Case.
2. Select 

Enable Web-to-Case.

1. Choose a default case origin.
2. Select a default response template for automatically notifying customers that their case was created.
   If you set up response rules to use different email templates based on the information submitted, the default email template is used when no response rules apply. Leave this option blank if you do not wish to send emails when no response rules apply. This template must be marked as “Available for Use.”
3. Select Hide Record Information to hide the record information in the email sent to customers if the case creation fails.
4. Enter an email signature if you’d like to use a different signature than the default.
5. Click Save.

Before you set up Web-to-Case:

• Create custom case fields, if needed.
• Create a default email template for the automated notification that will be sent to your customers when they submit a case.
• Create case queues if you wish to assign incoming cases to queues as well as to individual users.
• Customize Support settings to select the default owner of cases that don’t meet the criteria in your assignment rule.
• Create an active case assignment rule to determine how web-generated cases are assigned to users or put into queues. If you do not set an active assignment rule, all web-generated cases are assigned to the default owner you specify in the Support Settings.

Next, you’re ready to set up Web-to-Case.

• Salesforce doesn’t support rich text area (RTA) fields on Web-to-Case forms. If you use RTA fields on your forms, any information entered in them is saved as plain text when the case is created.

Sandbox

1. Added Case Origin - "Web-form"
2. Default Case Origin is web-form
3. Used 'Default Response Template' - SUPPORT:  Web-to-Case email response (SAMPLE)

Generated Web  -   

<!--  ----------------------------------------------------------------------  -->

<!--  NOTE: Please add the following <META> element to your page <HEAD>.      -->

<!--  If necessary, please modify the charset parameter to specify the        -->

<!--  character set of your HTML page.                                        -->

<!--  ----------------------------------------------------------------------  -->

<META HTTP-EQUIV="Content-type" CONTENT="text/html; charset=UTF-8">

<!--  ----------------------------------------------------------------------  -->

<!--  NOTE: Please add the following <FORM> element to your page.             -->

<!--  ----------------------------------------------------------------------  -->

<form action="https://cs41.salesforce.com/servlet/servlet.WebToCase?encoding=UTF-8" method="POST">

<input type=hidden name="orgid" value="00D550000006gvD">

<input type=hidden name="retURL" value="http://">

<!--  ----------------------------------------------------------------------  -->

<!--  NOTE: These fields are optional debugging elements. Please uncomment    -->

<!--  these lines if you wish to test in debug mode.                          -->

<!--  <input type="hidden" name="debug" value=1>                              -->

<!--  <input type="hidden" name="debugEmail"                                  -->

<!--  value="luke.higgins@confirmation.com">                                  -->

<!--  ----------------------------------------------------------------------  -->

<label for="name">Contact Name</label><input  id="name" maxlength="80" name="name" size="20" type="text" /><br>

<label for="email">Email</label><input  id="email" maxlength="80" name="email" size="20" type="text" /><br>

<label for="subject">Subject</label><input  id="subject" maxlength="80" name="subject" size="20" type="text" /><br>

<label for="description">Description</label><textarea name="description"></textarea><br>

<input type="submit" name="submit">

</form>

Restrict contact lookup to show only contacts related to account in case object

id=906F000000098YiIAI https://developer.salesforce.com/forums/?id=906F000000098YiIAI

Not quite the use case we're looking for but so I deleted this one.  But may use these lookup filters in another location.

Partner Community Demo Setup

Create Users

In order to create Users in a Partner Community, assuming the partner community is already set up, you'll need to make sure the Partner's company exists as an account in your org.   On their account page select "Enable Partner User".  

Create Contacts associated with that account and Enable them too as Partner Users.  Once enabled you'll be taken to their user profile page.  

Create APAC Queues

For the demo, the partner managers want to see multiple queue with assignment based on what country the email is coming from.  I don't have the domain filters yet, where emails from .nz will go to the New Zealand queue, but I do have contacts associated with accounts in the different countries.  When emails come in from those contacts, based on the account billing country they'll get assigned to the correct queue. 

Assign Reps to View Queue and List View

I've added members of the partner account to the queues.  Everyone is in all the queues for now except Edwina.  She's only in the HK queue. 

Example: 

Create Contact's Emails to Match Country Accounts

Used a bunch of gmail accounts and assigned those emails as contacts to accounts in the different countries. 

My fake email will go to the AU queue, for instance. 

Project Overview - Email to Case rollout

Set Up Customer Support

business hours

holidays

queues

Created a new Role - Validation Team

To make it easier to add reps to the queue I'm splitting up the support team as they actually are.  Half are support reps.  Half are Validation reps.  

Updated Sharing setting to account for this role. 

Edit | Del Owner in Role, Internal and Portal Subordinates: Director of Global Sales Role: NA Customer Support Rep Read/Write Read Only Private Read/Write

Edit | Del Owner in Role and Internal Subordinates: Director of Support Role: NA Customer Support Rep Read/Write Read/Write Private Read Only

assignment rules

escalation rules

Support Settings

1. Changed default case owner from Janette Houser to Jennifer Welty
2. Enable Feed Tracking
1. Page Layout for Feed-Based Cases
1. didn't match a few items
1. Send Email Button
2. On-Demand Email (yet)
3. review settings
4. Updated all of the list views so only the queue members can see the cases in the queue 
5. Customizing the 'Custom Console Components' in the page layout.
6. Re-Open a closed case when an email is received
1. Why can't I create a new email trigger in production?!    
1. Answer: 
2. You cannot create or edit Apex classes or triggers in a production organization (unless it's a free trial).    To use Apex classes or triggers in a production organization, you need to write them in a Sandbox or free Developer Edition organization--along with the required automated tests to meet or exceed code coverage requirements--and then use one of our deployment tools (the Force.com IDE or the Force.com Migration Tool for Ant) to push your classes and triggers to production.   The reason for this is that all Apex code must be covered by automated tests in order to be deployed to production.   If you tried to write a trigger in production, you wouldn't have a test so it wouldn't save.   If you tried to write the test first, the test would fail because your trigger wasn't working, so you couldn't save that either.  So instead, you do all of your development work in a non-production organization, where these rules are not enforced, and then you can deploy your code and tests to your production organization to make their functionality available to end users.
3. While validating the inbound change set it errors out.  I'm posting to the community.  
1. That's pretty incredible.  Stephanie Dodson basically walked me through the whole change set deployment.   I needed to:
2. turn off the validation rule for first name on contact records
3. create an apex class to test the apex trigger then run it in the dev. console
4. add both the class the trigger to the outbound change set in the sandbox. 
5. inbound validate and deploy to production
7. Notify Reps when customer responds to case. - created the two workflow rules in production
1. mark New Email field when customer email
2. unmark New Email when rep replies
8. Set One 'From' address for reps to choose from.
9. Omni-Channel
10. Set up email templates such that the customer support signature, subject line and email body are defaulted.
1. created the default email template and 3 templates i've received so far. 
11. Service Cloud
1. Enable On-Demand E2C
2. Define and Verify Routing Addresses
1. Created global action to Send Email and make it part of the feed on the Case page.
12. Email address from Case not updating the Contact record. Here's the fix. - can't create this until email-to-case is enabled

*Bold font mean complete in production org.

Created Email Templates / Email Alert / Process

I've created a Process that kicks off an email template to desired recipients based on requirements. 

Email Template

Simple Template to let certain departments know of an updated field in Salesforce. 

The account, {!Account.Name}, has agreed to mandate Company.com service on {!Account.Mandate_Start_Date__c}.

Account Details {!Account.Link}

Account Rep {!Account.OwnerFullName}

Account Region {!Account.Region__c}

Salesforce Automation

This will provide the necessary info to each department. 

Email Alert

Two Alerts have been created, one for Marketing and one for Support.  The email templates are sent to the managers of each department. 

Example of the Marketing Alert

Email Alert Detail

Description -  Email Marketing of Mandate Service

Email Template - Marketing Notification of Mandate Service

Unique Name - Email_Marketing_of_Mandate_Service

Object - Account

From Email Address - Default Workflow User's email address  

Recipients - Role and Internal Subordinates: Director of Marketing

Additional Emails -   

Lightning Process Builder

The process builder kicks off the alerts based on some filters.  

Marketing needs to know immediately and Support needs to know on the date populated in Salesforce. 

Set up email templates such that the customer support signature, subject line and email body are defaulted.

We need all of the email templates to include the body of the previous email.  

This seems to be working so far.

{!EmailMessage.TextBody}  in the end of the HTML template. 

We need the subject line to be pulled from the original email. 

So far, so good...

{!EmailMessage.Subject}

We need customer support reps signatures to be uniform and have the image for our company included. 

Using a trick in one of the success forum posts I've created a custom rich text field  and added the image as a link in that. 

Customer Support

Company link | LinkedIn | Facebook

"company image as a web link"

"legal info"

This is also working so far. 

>>>>>

New thoughts 15th Aug 2016

added html into the out-of-the-box signatures in salesforce. 

<p><strong>Luke Higgins</strong><br />Salesforce Administrator<br /><strong>P</strong> +1 (615) 555-7537&nbsp; |&nbsp; <strong>M</strong> +1 (615) 555-3875<br /><a href="https://www.con.com/">Con.com </a>&nbsp;|&nbsp; <a href="https://www.linkedin.com/company/concom">LinkedIn </a>&nbsp;|&nbsp; <a href="https://twitter.com/C">Twitter</a><br /><img src="https://www.con.com/media/72637/conb_190_67.png?width=190&amp;height=67" alt="" width="190" height="67" /><br />One platform etc... </p>

<p>The information in this message is confidential and may be legally privileged. It is intended solely for the addressee.&nbsp; Access to this message by anyone else is unauthorized.&nbsp; If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you.</p>


used this site.    http://wordtohtml.net/  

Omni-Channel for Administrators

Omni-Channel is a comprehensive customer service solution that lets your call center route any type of incoming work item—including cases, chats, or leads—to the most qualified, available agents in your organization. Omni-Channel integrates seamlessly into the Salesforce console-.

Available in: Salesforce Classic

Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions

User Permissions Needed
To set up Omni-Channel:	“Customize Application”
To modify permission sets and profiles:	“Manage Profiles and Permission Sets”

Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions.

Best of all, Omni-Channel routes all these assignments to the correct agents automatically. Agents no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for agents to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly.

Let’s get started!

• Get to Know Omni-Channel: Walkthrough
  Set up Omni-Channel to push work to the most skilled and available agents in real-time.

I'm liking this option but need to come back to it.  Don't see any options in the lookup list.
                     Update Status on Decline


Create a permission set and assign the customer support users to have this access...
Service Presence Statuses Access

Doing this will allow the users to be assigned to a Presence Configuration.

Choose Console Components - move to left in the app configuration setup.

So far so good.  Emails coming from customers are getting routed directly to the reps based on availability.

read up on this . 

How Does Omni-Channel Routing Work?

ROLLING OUT TO PRODUCTION

7/21/2016

By matching what's in the sandbox this should be a swift update. 

Turn on Omni-Channel

Create a Service Channel, Support Channel for Cases

Create a Routing Configuration, US Email Routing 

Add the US Queue to this Routing Configuration

Presence Statuses, Busy and Online - Email

Presence Configurations, **  In order to add reps to the presence config I gave them Live Agent user access and don't forget. Create a permission set and assign the customer support users to have this access...  Service Presence Statuses Access