Manage Cases Like a PRO In Salesforce!

Summary

This informative video tutorial dives into the essence of utilizing Salesforce Cases, a pivotal tool for managing customer requests and maintaining satisfaction. The presenter guides viewers through finding the Cases section, illustrating its role in tracking change requests, issue reports, and more. Emphasis is placed on creating and managing cases, from initial creation and setting statuses to ultimately resolving and closing them. The tutorial covers practical aspects like associating cases with contacts and accounts, managing case statuses, and utilizing views like Kanban for efficient workflow management. Whether for new users or those seeking a refresher, this video offers valuable insights into maximizing Salesforce Cases to enhance customer service operations.

Takeaways

• 📚 Cases in Salesforce are a tool for managing customer requests and issues, allowing for efficient problem-solving and customer satisfaction.
• 🔎 To find the Cases area in Salesforce, use the navigation bar or search for it via the three-dotted button on the far left.
• 📈 Cases can be used for a variety of purposes, such as managing change requests from clients or handling software issues reported by users.
• 📝 Creating a new case requires pressing the 'New' button and filling in basic information, with the option to associate it with specific contacts and accounts for better management.
• 🚨 Case statuses help track the progress of an issue, with options like 'New', 'Open', 'Pending', 'Escalated', and 'Closed' to indicate the case's current state.
• 📖 The Case Origin field allows you to specify how the case was submitted (e.g., email), which helps in organizing and responding to cases efficiently.
• 💬 The Cases area allows for detailed tracking and updating of case information, including the ability to log calls and emails, which is crucial for thorough communication records.
• 📆 Each case is assigned a unique reference number for easy identification and reference in communications.
• 💻 The Kanban view in the Cases area offers a visual method to manage cases by status, enabling drag-and-drop functionality for easy status updates.
• 📍 The ultimate goal in managing cases is to resolve and close them, ensuring customer issues are addressed satisfactorily.

Q & A

What is the purpose of using cases in Salesforce?

Cases in Salesforce are used for managing requests or tasks that customers want the organization to handle. It is a tool for tracking and resolving customer issues, managing change requests, and ensuring customer satisfaction.

How can you access the cases area in Salesforce if it's not visible on the navigation bar?

If the cases area is not visible on the navigation bar, you can access it by clicking on the three by three dotted button on the far left-hand side and searching for cases, then selecting the first option that comes up.

Can you give examples of how cases might be used in a business context?

Cases can be used in various ways, such as managing change requests from clients for CRM system modifications or handling issue reports from end users of a software company.

What initial information is required when creating a new case in Salesforce?

When creating a new case, basic information such as contact name and account name may be required, although they are not strictly necessary. Key information to track includes status, case origin, case documentation, type, reason, and the option to associate the case with an opportunity.

What are the options for setting the status of a case?

The status of a case can be set to new, open, pending, escalated, or closed, each indicating a different stage in the resolution process.

How does associating a contact and account with a case benefit case management?

Associating a contact and account with a case makes it easier to track who submitted the case and streamline communication, as it populates the contact details in the case for easy reference.

What is the significance of the case reference number?

The case reference number is a unique identifier for each case, allowing it to be easily referenced in communications, such as slack channels or emails, for efficient tracking and resolution.

How can the kanban view benefit case management in Salesforce?

The kanban view allows users to visually organize cases by status in a drag-and-drop interface, making it easier to manage the workflow and progress of case resolution.

What types of case origins can be indicated when creating a case?

Case origins can vary depending on the organization's needs, but common origins include email, forms, or direct entries by customer support teams.

Why might a case be escalated, and what does this indicate about the case?

A case might be escalated if it involves a major issue that cannot be immediately resolved, indicating that it requires attention from higher-level management or specialized resolution efforts.

Outlines

00:00

📚 Introduction to Salesforce Cases

This section outlines the basics of using cases in Salesforce, emphasizing their importance for customer satisfaction. The presenter starts by guiding viewers on how to locate the cases area within Salesforce, either through the navigation bar or the search function. The concept of cases is explained as a tool for managing customer requests and tasks, with examples provided to illustrate how cases can be utilized in different scenarios, such as managing change requests or addressing software issues. The process of creating a new case is detailed, including the input of basic information and the significance of associating cases with specific contacts and accounts. The importance of accurately describing the issue in the case to aid the customer support team is highlighted, along with the procedure for saving and assigning a unique reference number to each case.

05:01

🔄 Managing and Closing Salesforce Cases

This section delves into the process of managing cases from opening to closure, describing the various statuses a case can go through, such as open, pending, escalated, and ultimately closed. The presenter explains the criteria for changing a case's status, including waiting for client feedback or a manager's input. The video also introduces Salesforce's communication tools, such as the ability to post updates, log calls, and emails within a case. The different views within Salesforce for managing cases are explored, including the kanban and split views, which offer visual and detailed perspectives on case status. The ultimate goal of closing a case is emphasized, alongside the recommendation to focus on open cases to streamline workload management. The presenter concludes by encouraging familiarity with case management in Salesforce and offers assistance for any further queries.

Keywords

💡Salesforce

Salesforce is a customer relationship management (CRM) platform designed to bring companies and customers together. It's a suite of cloud-based applications for sales, service, marketing, and more. In the video, Salesforce is the system being used to manage 'cases,' which are essentially tasks or issues that need resolution. The video specifically focuses on the functionality within Salesforce that allows organizations to track and resolve customer requests, demonstrating its use through the cases module.

💡Cases

In the context of Salesforce, 'cases' represent a way to manage customer interactions or issues that require a resolution. The video describes cases as a means for tracking change requests, support issues, or any other tasks that customers need the organization to handle. Cases facilitate tracking the status, origin, priority, and other details about these tasks, enabling businesses to efficiently respond to and manage customer needs.

💡Navigation Bar

The navigation bar in Salesforce is a user interface element that provides quick access to various parts of the application, such as the cases area. The video mentions the navigation bar as the primary location to find the cases module, highlighting it as an essential tool for users to navigate through Salesforce's features efficiently.

💡Change Requests

Change requests in the context of the video refer to submissions by clients who want modifications or updates made within their CRM system. These requests are managed as 'cases' within Salesforce, demonstrating the platform's flexibility in handling different types of customer needs, from support issues to specific change requests in system configuration or functionality.

💡Case Management

Case management in Salesforce involves tracking, handling, and resolving cases from inception to closure. The video outlines the process of managing a case, including creating a new case, updating its status (e.g., new, open, pending, escalated), and ultimately closing it. This process is central to maintaining customer satisfaction by ensuring that their issues and requests are addressed promptly and effectively.

💡Case Origin

Case origin refers to the source from where a case was initiated, such as email, phone, or web form. In the video, selecting the case origin is part of the case creation process, helping to categorize cases based on their entry point into Salesforce. This information is vital for organizations to understand how customers prefer to communicate and to tailor their support processes accordingly.

💡Kanban View

The Kanban view is a visual management tool within Salesforce that allows users to see cases represented as cards in a columnar layout, based on their status. The video highlights the Kanban view as a helpful feature for managing cases, allowing users to drag and drop cases between columns (e.g., new, open, pending) to update their status easily. This view supports a more intuitive and efficient way of managing workflows.

💡Status

Status in the context of Salesforce cases indicates the current phase or condition of a case, such as new, open, pending, escalated, or closed. The video details how updating the status is a crucial part of case management, reflecting progress toward resolving the customer's issue. Each status change represents a step in the workflow, guiding users through the case resolution process.

💡Case Reference Number

A case reference number is a unique identifier assigned to each case created in Salesforce. The video mentions that upon creating a case, a unique reference number is generated, which can be used for tracking and referring to the case in communications, ensuring clarity and efficiency in handling customer requests.

💡Pipeline

While not explicitly defined in the video, the term 'pipeline' in the context of Salesforce usually refers to a visual representation of the stages that a sales deal or case goes through from start to finish. Although the video focuses more on case management, mentioning the pipeline likely refers to the progression of cases from new to closed, providing a structured process for resolving customer issues.

Highlights

Explains the utility of Salesforce Cases for customer satisfaction.

Guide on accessing the Cases area in Salesforce.

Definition and purpose of Cases in Salesforce.

Examples of how organizations use Cases.

Instructions on creating a new case.

Details on associating contacts and accounts with a case.

Explanation of case status and origin options.

Importance of detailed case descriptions for support teams.

Process of case management from creation to closure.

The significance of a unique case reference number.

Overview of the case pipeline and status updates.

Utilizing the feed section for updates on case progress.

Benefits of logging calls and emails in case management.

The Kanban view for easy case status management.

Introduction to the split view for handling cases.

The ultimate goal of case management: closing off cases.

Transcripts

cases in Salesforce in this video I'll

be explaining exactly what it is how to

use it and why it's really really useful

for keeping your customers happy just

before we get into the video if you need

any help with Salesforce training or

setup check out the link below we would

love to help so as you can see here I'm

on my Salesforce system and on the cases

area now first and foremost if you

cannot find the cases area you should

hopefully be able to see it on the

navigation bar but if not go to the

three by three dotted button on the far

left hand side and just search for cases

and select the first option that comes

up and you'll be presented with this

cases area now what exactly is cases

cases in its simplest form is a means of

managing things that your customers want

you as an organization to do so there

are loads of options and times that we

can use cases and we've seen loads of

different ways that organizations have

used cases in the past and continue to

use cases now for example we use cases

to manage the change requests that we

get for for our client friends when they

want us to change something in their CRM

system so they'll put in a change

request that will then populate in our

cases area we can then manage the case

so we can say

okay this is the status of it this is

the origin uh this is the person that

put in that change request this is the

subject of that particular change

request this is the priority and this is

the date slash time it was opened and we

can see who owns that particular case as

well so another example is if you have

got a software company hypothetically

and there is an issue with the software

you might have your um you might have

your end user go ahead and submit a

problem request or an issue and that

would then populate in the cases area

one of yours customer support team would

review that particular issue try and get

it resolved as quickly as possible so

that is cases in a nutshell like I said

there's loads of different options on

how you want to look to use cases but

I'm now going to go ahead and show you

exactly how to manage cases inside of a

system so if you want to go ahead and

create a new case you need to press the

new button in the top right hand corner

this will then ask you some basic

information contact name and account

name is not necessarily required because

it can make it slightly more difficult

if you don't have their information of

the person that's submitting that

particular case in the system already if

you do it's helpful because then you can

go ahead and Associate the contact being

Nick Boardman and the account being CRM

crew let's say associated with that case

so if you know that Nick baldman is the

client that submitted it and the client

works for the business at CRM crew you

can go ahead and Associate that

information you can add a web email if

you'd like to and then the key

information that we want to track down

here is the additional information and

the description information so we have

status I would always set a status as

new for a case but I'm going to go

through the different options later on

in this video we then have case origin

so where this particular case has come

from if you are using forms you may want

to adjust the way that this pick list is

presented but if it's via email you can

go ahead and select email for example we

then have case documentation if that's

ever applicable if you need to document

anything or add a reference to a file we

then have type so problem feature

request or question and again you may

look to adjust this we definitely have

so we've obviously got client change

requests as an option here we then have

Kate reason so user didn't attend

training complex functionality existing

problem I think a lot of issues come

back to user didn't attend training but

I'm not going to get into that

conversation in this video and but you

can go ahead and select whatever is

relevant or you can go ahead and add

additional options if you need to and

then if you'd like to you can associate

a case with an opportunity now there are

some circumstances where that might be

applicable but generally speaking I

think you would be managing cases for

clients you've already closed one but

like I said the options there if it's

applicable and then we just need to add

a subject and description for our case

so this is where you put a subject

header of what it kind of relates to and

then you need to go into as much detail

as possible in the description area the

customer support team need to know

exactly what they're dealing with so go

ahead and add a description or as an

extensive of a description as you

possibly can so I'm just going to put

example case for the sake of this video

and then go ahead and press the save

button so now we've created our new case

what then happens you're automatically

given a case reference number this is

always going to be a unique reference

number so you can use one zero three

seven to refer back to a particular

thing that needs to be done or that

particular case and then you can

reference that in slack channels in

emails whatever the case may be we then

have the basic contact details of that

person that you've associated with the

case so when we selected Nick Boardman

as the contact name that will then

populate the contact details as well

make sure it makes it a lot easier to

contact them and get information from

them if you ever need to we then have

the pipeline now this is where we manage

the status of our case so a new case

comes in of course it's going to be new

and the ultimate goal is to get it to

close but you firstly need to work on

the case so you would then open it Mark

status as open if we then head back to

the cases area you'll be able to see

that the status us of the example case

is now open we can then click back into

one zero three seven and change it to

pending you may use pending if you're

waiting for the client to get back to

you about something or you're waiting

for your manager to either approve

something or answer a question so then

you can go ahead and select pending as

the status head back to the cases area

and you can see that one zero three

seven is now updated to pending again we

can click into it go to escalated now of

course no one wants to escalate a case

it's going to be bad news if you have

had to so this is obviously escalated to

a manager or it's a major issue or

something that you you can't immediately

solve you may then to escalate that

particular case and again if we go back

to the case area you can see that the

escalated status and that icon has been

presented on the case status here we can

then again click back into 1037 with the

ambition of course closing off our case

Okay so that's the end goal just before

we close off this case I'm just going to

go into a few more details to mention we

have our feed here where we can

obviously see updates about what's going

on with this particular case we can

write a post just to share Insight if

you there are multiple people managing

cases in the Salesforce system we can

log a call and log emails as well

um so obviously when you're in

communication with the client or whoever

it is then you can go ahead and log

information relating to that particular

case in here we also can select the

details area and this is again pretty

standard inside of Salesforce and you

can see all of the relevant information

that we typed in at the beginning of

this video but once you have closed off

case Mark as current status that case is

then closed you can see here that that

status has now changed now this view is

showing me every single case but you can

go ahead and change the view to all open

cases or my open cases recently viewed I

think the best view is probably going to

be all open cases I would personally pin

that view because then you just see what

you need to do and one final thing that

I'm going to show you is the kanban view

now if you go to this display is table

view here and change it to display and

kanban you may find this really really

helpful so this allows you to view your

cases in a kanban environment so you can

go ahead and drag and drop your various

cases into different status options very

very easily you can then also click into

them and you'll be able to see what's

going on with that particular case and

then click back and you'll be back on

The kanban View the alternative and

final view is the split view I know this

is very popular as well so you can see

all of the different cases on the left

hand side select one click into it and

you can see the relevant details of that

particular case but like I said the end

goal is of course to close off a case so

hopefully you're familiar with what a

case is how to manage and use cases

inside of Salesforce if you don't have

any questions please drop a comment

below otherwise thank you very much for

watching and I'll hopefully see you very

soon thank you and goodbye