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Lydia H 님이 #Email에 질문했습니다
2020년 3월 16일 오후 8:34

Mapping Web to Case to Email

We have a 'Contact Us' form on our website. The form details were pulled into Desk correctly, however, since switching to Service Cloud the contact information is incorrect. The case contact info should be pull from the form (aka Customer Name, Customer Email Address, etc) instead it pulls in our website domain for the contact details.  In speaking with Salesforce Support it was made clear that the 'Contact Us' form wouldn't work until we enabled "Web-to-Case".  We have since enabled "W-t-C" and the Contact Us form is now importing correctly into SF with the exception of a very cruicial piece; the email content.  The message/email body is now completely missing.  We have reviewed our mapping and cannot figure out why the email is no longer populating.  The Contact Us form now only creates a new contact and a new case #.  Nothing else.  Any advice is greatly appreciated!
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  1. Lydia H
    2020년 3월 16일 오후 8:43
    Follow-up question would be--  If we can't find a solution to my previously asked question, is there a workflow rule that would be able to read the non-Web-to-Case 'Contact Us' form and map the Name & Email address mentioned in the email body into the case contact fields?  Our contact form is very straight foward.  All fields are required with the exception of order number.  Below is the format:

     

    Name 

     

    Email

     

    Order Number (optional)

     

    Subject

     

    Message
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