Tag Archives: Advanced Administrator

Create a Salesforce Support Request Process For Your Users

Are you using emails to manage requests from your users? 

Dodge Emails

 

The problems with using email for issues & requests are many, such as:

  • Users favoriting certain Admins, causing uneven workload on the team
  • Emails getting buried & forgotten
  • Accidental deletion
  • If you’re in the habit of constantly checking email, it’s distracting
  • No prioritization
  • No reporting
  • Stressful for you: Some users are impatient.  Aside from too many emails marked as high importance, they’re following up too soon
  • Stressful for users:  They have no ability to confirm you got their request or make corrections to it.

Around 3 years ago we rolled out a Salesforce Support Case process to our users.  My work life drastically changed for the better that day.  Just in my team, we currently receive around 300 Cases per month.  I shudder at the thought of those being emails.

How my org uses Cases to manage support requests:

  1. User clicks “Salesforce Support Request” link on the home page.
  2. Some information is auto-filled, so they enter a few other fields & save
  3. The case is sent to a queue
  4. User receives email when case is opened & closed.
  5. A Dashboard is used to monitor these cases, much like a sales team would monitor open & closed Opportunities.

Here’s how to do it:

A Case record type, support process, and page layouts are created.

Regarding fields, your primary goal is speed.  Users should not to spend 5 minutes filling out fields. Here’s the fields we use:

Contact Name

This is the internal Contact, the user.  To make this work, create a process that creates a contact record for each Salesforce user.  The Contact would be related to their user profile via lookup field.

Region
This is auto-populated. If you’re in a global org, this will come in handy later)

Category & Sub-Category
Dependent picklists. Here’s just a couple examples.

  • Users
    • New User – Salesforce
    • User Permissions
  • Data Management
    • Mass Update/Create Records
    • Merge Records

Subject

Description

Status

  • Open
  • Need More Information
  • Resolved (Closed)
  • No Change Required (Closed)

Notes
For use on the close case layout.  This can be used on the email notification when the case is closed.

 

Give your users an easy way to create the Case:

  • Under Home, create a custom link.  This link can be added to it’s own component or existing. We have a Useful Links component, so we put it there.
  • The link will be OnClick Javascript.  Calm down and stay with me.  I’m going to show you how. 

First, you need this:

{!REQUIRESCRIT("/soap/ajax/23.0/connection.js")}
 {!REQUIRESCRIPT("/soap/ajax/23.0/apex.js")}

Remember how I told you to create a Contact for each of your users?  This code is going to find and populate it on the case automatically.

sforce.connection.getUserInfo().userId;
 var result = sforce.connection.query("Select Id, Name From Contact Where User__c = '{!$User.Id}'");
 var records = result.getArray("records");
 var ContactName = records[0].Name;
 var ContactID = records[0].Id;

Now you need to specify the Case record type, the region, and anything else.  In my org, we use a Region picklist on the user profile.  I can use that in my code to populate the Region field on the case.

Here’s how to use IF – ELSE based on user attributes.   IF – ELSE can be much more complex than this if you want, keeping it simple for this example:

if('{!User.Region__c}' == 'NA'){
window.open("/500/e?retURL=%2F500%2Fo&ent=Case&cas3="+ContactName+"&cas3_lkid="+ContactID+"&00N80000003E5yO=North America&RecordType=012800000003wSZ&cas7=Open","_top");
}else if('{!User.Region__c}' == 'EU'){
window.open("/500/e?retURL=%2F500%2Fo&ent=Case&cas3="+ContactName+"&cas3_lkid="+ContactID+"&00N80000003E5yO=Europe&RecordType=012800000003wSZ&cas7=Open","_top");

If for some reason, one of those attributes doesn’t apply to a user, you need to plan for that with an Alert at the end.

}else{
alert('Unable to create the Case.');
}

You may be wondering, great… but what is that “Window.Open” junk in the middle?   That’s where you specify the case record type & fields.

  • 500  – the Case Object Id
  • e  – edit mode
  • cas3 – the standard field ID for Contact Name
  • Cas3_lkid  – You need this for the Contact ID.  lkid is lookup ID
  • 00N80000003E5yO –  the custom field ID for Region
  • cas7 – the standard field ID for Status.

Queue, Case Assignment, & Email Notifications

Create case assignment rules to send requests to the appropriate queue.  Maybe you have different queues for region or category.

So your users know the case was received, you can create auto response or workflow rules for that.  Pro Tip: Within that email, you can include instructions for your users on how to grant log in access to company administrators.

When a Case is closed, an email should be sent to the Contact on the Case.  I like to include the Case Status & Notes field.

 

Sharing & Validation

If your Case object is Private, you’ll need a sharing rule to grant Read/Write access to the cases that are owned by the queue.  This is needed as your users may need to attach a file/screenshot or update the description.

It would be wise to create a validation rule that prevents a non System Admin from editing a support case once it’s been closed.  You don’t want them to reopen it or change the details of the request after it’s been carried out.

 

Bringing it all together with reports & dashboards

Now that you’re able to report on the requests you’ve received, you can create a dashboard to show a lot of different metrics, such as case volume by month, ranking of closed cases by owner, cases opened per region last month, cases opened by category year to date, etc…

 

 

 

A Better Study Guide For The Advanced Admin (ADM-211) Exam

AdvAdm

I’ve taken the Advanced Admin study guide from Salesforce and made it into a true study guide by listing the topics by test weight and providing links to material to study.  Last Update: Winter ’16 (current)

 I highly recommend Salesforce Trailhead as part of your exam preparation!

 

Related:
My Tips For Acing Salesforce Certification Exams
A Better Study Guide For The Admin (ADM-201) Exam

 

 

Security & Access  20%

1) Describe the capabilities of territory management and the implications to the sharing model

2) Given a scenario, determine the implications to record and field data access

3) Compare and contrast the capabilities of custom profiles, permission sets, and delegated administration

 

Process Automation  13%

1) Given a scenario, troubleshoot an approval process

2) Given a complex scenario, determine the solution using a combination of automation tools to solve a business problem

 

Sales Cloud  10%

1) Explain how to customize and maintain products, price books, schedules, and quotes

2) Describe the capabilities of Customizable and Collaborative Forecasting

 

 Service Cloud  10%

1) Explain how to create and maintain Salesforce Knowledge

2) Explain how to create and maintain service entitlements and entitlement processes

3) Describe the features of Salesforce which enable interaction between support agents and customers

Change Management  10%

1) Describe the options available to move metadata between environments

2) Describe the capabilities and best practices for using change sets to move metadata between environments

Reports & Dashboards  10%

Given a scenario, determine the appropriate analytic tools to meet complex reporting requirements

Data Management  10%

Tools & Best Practices to improve & enrich data quality

Extending Custom Objects & Applications  8%

Describe the appropriate use of relationship types when building custom objects

 

Auditing & Monitoring  6%

Given a scenario, determine the appropriate tools for monitoring and troubleshooting system activity

 

Content Management  3%

Explain how to set up and maintain Salesforce CRM Content