My company does work for other companies. This work can be pretty varied but falls into a few categories.
- Do some web work
- Specific marketing tasks
- Do some writing
- General tasks
- etc
Each of these types of functions would require different kinds of information attached to them. Web work would require links to each page that needs to be changed, while writing would require focus keywords.
Ideally I would like to make a ticketing system similar to Zendesk. Agents can log in, see tickets that are assigned to their group (like all web developers would see only web development requests currently unassigned), and choose which tickets they are going to work on, assigning it to themselves.
When submitting a ticket, a project manager needs to be able to pick between ticket types and only submit information relevant to that type. We don't want a web development record displaying fields for writing keywords. Although I know I could keep it all on one page or in sections, we need to keep this as dummy-proof as humanly possible.
Looking through previous forum posts, I believe the ideal way to do all of this would be through using "Cases". Immediately I'm not sure how I would make it so that a Project Manager could pick between different case types to only enter in the correct info for one type of case. I know you can do that through workflows but I'm not sure if there's an ability to create a button somewhere that would allow you to show a specific case display afterward.
I know there are third party programs out there but as a startup we are exceptionally limited on funds and every dollar counts. I've also never developed for SF and while I'm fairly confident in html, python, and a few other languages some of the stuff SF uses is a bit foreign. I'm also pretty limited on time so developing a full extension would be very challenging.
How would you approach this? Are cases the way to go? What kinds of things should I know going into this?
1 réponse
I think this is a perfect case for the service cloud. So to answer your question, yes, I think Cases is the way to go here. From what I am hearing about your concern about have different fields and layouts for different 'types' of cases, that's a perfect use case for using Record Types for your cases
https://help.salesforce.com/articleView?id=customize_recordtype.htm&type=5
