Capturing Cases from Email and Web Forms

Web Form Submissions

Web-to-Case bridges the gap between your website’s contact form and Salesforce’s case management system. You’ll create a web form that customers can fill out on your website to report issues, ask questions, or provide feedback. When a customer submits a form response, their request is captured in a new case record in Salesforce for tracking and resolution.

To get started, see Provide Web Forms with Web-to-Case.

Email Inquiries

Similarly, Email-to-Case automatically creates cases from customer emails and threads email responses to existing cases. You can select one or more email routing addresses and add custom logic for case creation depending on the address an email is sent to. For example, if you have Gold and Platinum support accounts, set up routing address like goldsupport@acme.com and platinumsupport@acme.com.

You can also use auto-response rules to respond to different cases using different email templates. Decide what case attributes should determine what email template to use. Then, design your case email templates to provide information specific to the types of cases submitted.

To get started, see Send and Receive Emails with Email-to-Case.