Can someone help me on this,
the requirement, we have customer support page for all our Customer and provided login ID for each to raise a ticket if they have any issue with our product.
I want to Integrate that web page to our Salesforce so that Case will get created automatically and assign to our agent in the queue.
When an agent updates anything related to the case, same should get reflected in the web page.
Any suggestion on how to achieve the above requirement.
2 respuestas
Hey Manoj,
You can achieve this in two ways,
First, By using Web2Case for case creation in Salesforce and Case Assignment rules for assign Cases to queues. You'll have to replace the web page with Salesforce Web2Case form so that Cases can get created directly into Salesforce. Also, you'd require to setup Case assignment rules to assign the Cases to queues based on certain criterias.
And in order to reflect the changes onto the website database, you'd require to write outbound APIs so that whenever a change happens in Salesforce, the api should update the web database too.
Second, If you're not willing to replace the web page with Salesforce Web2Case form, you can achieve both the requirement usings APIs. In this case, you have to develop both inbound and outbound apis to perform the operations. Inbound, when a customer logs a Case through the Web, Case will get created in Salesforce (Note: You'll still require Case assignment rules to assign the cases to queues). And outbound, similar to the first case to reflect changes in the Web database whenever the change occurs in Salesforce.
