Case Object Salesforce Simplified

Marc Benioff founded Salesforce.com in 1999, and today, Salesforce is one of the most dominant software on the planet. So, what exactly is Salesforce? Well, in simple words, Salesforce is the next generation of Spreadsheets. Yes, you heard it right. In Spreadsheets, you just have a chunk of data thrown together on a grid, whereas in Salesforce, the data is very cleanly organized into “Records”. A record has structure, and you can create relationships between records. Salesforce allows you to customize records all day without writing a single line of code.

Salesforce is a Cloud-Based “Customer Relationship Management” (CRM) software. It provides a full-fledged Customer Relationship Management solution to businesses without spending much effort on building one. Salesforce’s services allow businesses to use Cloud Technology to better connect with clients, customers, and partners. Apart from its traditional Customer Relationship Management service, Salesforce has now started offering many more services such as Sales Cloud, Marketing Cloud, Mobile Connectivity, etc. Case Object Salesforce is one of the most important elements that directly impact Customer Satisfaction. Proper and efficient management of customer’s cases/queries/issues/problems/feedback helps in Customer Retention and enhances your brand.

In this article, you’ll be taken through an important aspect of Salesforce – Case Object Salesforce.  Salesforce stores its data as “Objects”. In Salesforce, an object is nothing but a collection of fields. Before getting into the details, let’s discuss this robust CRM platform in brief.

Table of Contents

• Introduction to Salesforce
• Understanding Case Object Salesforce
• Case Object Salesforce: Key Features
• Case Object Salesforce: Create New Case
• Case Object Salesforce: Best Practices
• Conclusion

Introduction to Salesforce

Salesforce is the king of CRM for plenty of Entrepreneurs, Business Owners, and Corporations. Salesforce is the most popular and robust CRM software used by online businesses. With a name that big, Salesforce CRM doesn’t compromise its reputation.

Salesforce will help you to accomplish several Marketing Goals saving you valuable time by automating a lot of your Marketing Efforts and increasing your Sales. It stores all your Customer Data, Contact Data, and Marketing Leads. Salesforce further allows you to monitor and keep track of all the data. You can also generate Sales Forecast Reports with Salesforce to convert your Leads. Salesforce also supports Email Integration with applications like Microsoft Outlook, Gmail, etc. They really have just about everything that you could possibly think of when it comes to operations in a business and managing their customers. Salesforce offers a variety of pricing options, ranging from $25 to about $300 per user monthly. This is definitely recommended for established Marketing Agencies.

You can possibly think of combining your Salesforce data with data coming from various other sources, in your Data Warehouse to get valuable insights for your business. You can use Automated Tools like Hevo Data to integrate data between Salesforce and other sources, to a Data Warehouse of your choice.

Check out our Ultimate Guide on Salesforce.

Understanding Case Object Salesforce

As mentioned in the overview, Salesforce stores its data as “Objects”. Two types of objects are available in a Salesforce, the first one is the “Standard Object” and the second one is the “Custom Object”. Standard Objects deal with the configuration and default “Data Types” that Salesforce provides. Custom Objects are the objects that are defined according to business requirements. They are often required to implement your Business Process Workflow in Salesforce.

The Case Object is the main object, often known as the core of Salesforce Service Cloud. Case Object Salesforce comes under the category of Standard Object. You can use the Case Object to manage cases for your organization. A “Case” typically represents a Customer’s Query, Feedback, or Problem. Support teams can review cases to see how they can optimize their delivery and provide better service to the customers. Sales teams can review cases to see how they affect the Sales Process. In simple words, a case can be defined as a method for handling or tracking a problem, issue, request, or question to resolution.

For example, your customers are calling in with questions about products or billing issues. So, you’ve got a group of people to create these cases to support your customers. This can be thought of as a Customer Helpdesk. Communication Channels gather cases from customers’ preferred mode of contact. Service Channels include Communities for online forums, Email-to-Case for emails, Web-to-Case for websites, Salesforce Call Center for phone calls, and more.

Case Object Salesforce: Key Features

Let’s also talk about some special features of Case Objects.

• Assignment Rule: When a case is created, you can have the information on that case evaluated by an Assignment Rule. This helps in deciding who should work on the case, and the case is assigned to the suitable Salesforce Agent. Depending on the complexity of the case, you can also assign this to a “Queue”, an unassigned bucked. So, anyone in the queue with a specific skill set can grab it up and take ownership of that case.

• Escalation Rule: Escalation Rules are helpful for cases that haven’t been attended to for too long. You want to make sure a case doesn’t fall through the cracks. So, if a case has been opened and hasn’t been attended to for 3-4 days, you want that case escalated to a Team Lead or a Manager. Escalation Rules are a great way to dynamically and proactively reassign and escalate such cases.

• Entitlements: Entitlements let you come up with Service Level Agreements (SLAs) and other timing milestones throughout the client engagement period. Initial Acknowledgements, Case Timeline, Status, etc. are handled with Entitlements inside Salesforce.

• Knowledge Base: Knowledge Base is a very cool and useful feature. A Knowledge Base is literally a library of knowledge articles that you write. You can think of this as Frequently Answered Questions (FAQs), and they’re used to help speed cases to resolution. Knowledge Base comes in handy if you’re not sure how to go about a problem, you can search the Knowledge Base for solutions. Knowledge Base can be used internally or you can even put them in a Community to help your customers. Why even open a case, when you can get your query resolved with an article online.

Case Object Salesforce: Create New Case

In this guide, you will learn how to create a “New Case” in Salesforce Lightning. Follow the below-mentioned steps to easily open a new case for any existing customer.

• Head over to the “Sales” homepage and locate the “App Launcher” icon. Click on it.
• A new window will be displayed. Click on “Cases”.

• Now, click on “New” and search the required contact you want to open a case for. Fill in the mandatory fields like “Status” and “Case Origin”.

• You can also fill out additional information like “Web Information” and “Description Information”.
• After you’re done with all the fields, you can click on “Save”. 
• That’s it, the case has been created.

On the Cases home page, you can Create, Locate, Edit, Sort, and Filter cases using standard and custom “List Views”.

The above set of steps gives you an idea about how to create a new case for an existing contact. Let’s learn about some of the best practices while using Case Object Salesforce.

Case Object Salesforce: Best Practices

Salesforce is an easy-to-use CRM platform, and you would want to get the best out of it. Here are some of the best practices that you may adopt while using Case Object Salesforce.

• Red Flags: You can create an “Image Field” to flag cases that haven’t been attended for too long. A red flag will appear on a case if there has not been a new comment posted for 2 days or if there has never been a comment since inception.
• Quick Email Links: You can think of this as a standard automated response that you usually receive from companies or services in reply to a query. You can provide your service agents an option to quickly send a standard email response to a case contact with just the click of a button.
• Team Collaboration: Depending on the complexity of a problem or issue request, it may require more than one Salesforce agent to work on it. Make use of “Case Teams” to collaborate with multiple Salesforce users on a case or support request. Multiple users can be granted access, such as read-only or read and write, to a specific case.
• Omnichannel Routing: This is a new addition to Salesforce Service Cloud. Simply put, Omnichannel Routing is an efficient way of directing customer queries to the right Salesforce Agents. The routing rules are configured to make sure that customer cases are being attended to by the most suitable and qualified agents. It is an efficient tool for improving efficiency and boosting customer experience. 

Conclusion

Case Object Salesforce helps organizations provide better Customer Support and Service by storing all the information related to the Issues, Requests, or Queries raised by the customers, and having technology or Salesforce Agents resolve the same. In this article, you were given a brief introduction to Salesforce, and later understood the importance of Case Objects in any organization.

If you are an advanced user of Salesforce, you are most probably dealing with a lot of data sources, both internally and from other Software-as-a-Service (SaaS) offerings. Having all this data in one place helps in analysis and accelerates the Decision-Making Process. Accomplishing this requires integration to all such third-party apps and services. Salesforce’s Scheduled Data Load is a recommended approach by Salesforce. But this approach can be ineffective when you’re dealing with a large number of diverse data sources. In such cases, Hevo Data can be a great asset in your ETL tool portfolio.

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Do you use Salesforce? Share your experience of working with Case Object Salesforce in the comments section below.