Issues with Salesforce Native Web To Case Page generation

Salesforce currently allows you to create Web to Case pages through the generation of HTML code. While in the right hands this is a viable solution, it is not a turnkey solution. Often people spend a significant time editing the HTML code to get the look and feel they want. The alternative is to employ a webmaster or go through a third party to handle your web needs. While the desired results can be reached it is not exactly the easiest way to go about it. Fortunately for you, ExAM has greatly simplified this process while also providing a significantly better user experience and what we believe to be a better end result!

How ExAM makes Web to Case page generation easier

Using the simple user interface and features you have grown to love, ExAM allows you to generate pixel-perfect web to case pages that integrate seamlessly to your site.

Creating a beautiful web to case page is as easy as creating a general assessment template. Using the ExAM Command Assessment builder in addition to the Web to Lead/Case field mapping this process is greatly simplified from the experience you would otherwise endure using the Salesforce native functionality. Once you have identified all the information that you wish to collect with the web to case page all you have to do is create an assessment template with the info in mind. Upon the completion of creating the assessment, you will designate that the assessment template is intended for the generation of a case. You will then configure the fields to map to the appropriate locations during the generation of that case. With those simple steps, you will have a functioning Web to Case page that integrates anywhere and has a solid look and feel. To show you how much this process is improved over the Salesforce native functionality we have included a simple step-by-step of this process below.


Demo of creating a web to case page using ExAM

The first step in generating a Web to Case with ExAM is the creation of the assessment template that will be responsible for collecting the information relating to the case. To do this you will navigate to the ExAM Command Console.

Once you are on the ExAM Command Console you will click +New ExAM to create an assessment template.

You will then name the assessment template for the web to case form you intend to create. Once you have named the assessment template you will click Continue.

Next, you will create a section template to hold the question on the assessment template. To do this you will provide the section with a name and description relating to the questions it will contain. Once you have done that you will click Add Section.

You are now able to add questions to your section template. You should have an idea of questions specific to your use case of the Web to Case form, but for this example, we will just show you the creation of several generic questions.

You will select the Question Type and provide the Question Text as well as Answer Options (if applicable for the question type you have chosen). For the first question, select the Text Question Type and provide the Question Text “What is your First Name?”. Once you have inputted that information click Add Question.

To add the next question you will click +Add Question and repeat the above steps of selecting a Question Type as well as providing Question Text. You may want to also ask “What is your Last Name?”. Once you have inputted the information you would click Add Question.

You will continue to repeat the above steps to build out your Web to Case form based on your needs. For this example, to cover all the required fields to generate a case, we have just included two more questions, one inquiring about their Email, one inquiring about their issue.

Now that you have built out your Web to Case form with all the questions you require you will navigate to the Options Tab. Here you are able to put the finishing touches on the assessment template to help your form stand out.

Before you start diving into customizing the look and feel of the assessment template to better blend with your brand you should first set the configuration to identify that this template is to generate a Case.

You are now able to customize the look and feel of the assessment using the Survey Look and Feel section. The point and click configuration fields are pretty self-explanatory so you can play around with them to achieve your desired look. If you can’t accomplish what you want you can delve deeper by using the Advanced Styling Options.

Once you have all the questions added to the assessment template and have properly configured the look and feel to meet your criteria you are almost ready to integrate the form where ever you desire. The last remaining step is to configure the field mapping so that ExAM can properly create the Case and map the responses to the proper fields upon creation of that Case.

Configuring Field Mapping for Web to Case Forms

Now that you have completed building your assessment template to be used as a Web to Case form you will navigate to the ExAM Configuration tab.

Scroll down until you see the section titled Field Mapping Configuration. You will then click on Configure Field Mapping.

Then under the Case/Lead Field Mapping section, you will choose the Assessment Template(the one you just created) and you will choose the Assessable Object, which in this case, should be set to Case.

To start adding field mapping you will click on the blue plus sign.

Once you have clicked the plus sign you will see two drop down picklist appear. The left drop-down picklist is where you select what field you would like the information mapped to and the right is where you will select what question will provide the information to be mapped.

You will repeat the previous steps until you have all the field mappings set for each respective question. Then you will click Save Field Mapping.

You have now configured your web to case form so that the questions that you have asked will be mapped to the proper fields.

Implementing your Web to Case Form

Now that you have the form built and configured for field mapping all that is left is to plug the form into your desired location and start generating cases! To do this you will need to create a public assessment link for the assessment. Once you have done this you can put this link where ever you need.

Creating a public assessment link is simple using the ExAM Command Console Distribution tab. Follow the steps below to figure out how if you don’t already know.

Navigate to the ExAM Command Console.

Now click on your Web to Case assessment template that you have just created.

Next, you will click on the Distribution tab. Here you will be prompted to click
+New Distribution so that you can provide the information for the distribution.

You will provide the Name of the distribution, designate that you are assessing New Salesforce records, and set the assessable object to Case. Once you have done all that you will click Continue.

Since you are wanting to create a public assessment link you will choose the option No for “Are you distributing this to Contacts, Leads, or Users. Then you will click Continue.

You will now be able to select the distribution method. The only option available should be through an Anonymous Link.

You will then review the distribution info and set the remaining fields to your specifications then click Save Distribution.  

You will now click on the distribution to retrieve the public assessment URL.

Here you are able to copy the public assessment URL and embed it where ever you need to start driving cases to your Salesforce Org.

Clicking the public assessment URL will show you the beautiful web to case page you have just created and what your end user will see. You are also able to revisit the assessment template and make real-time edits that will be displayed on the current public assessment URL.