The problem is then this. When the CSR agent goes to send an email back to this homeowner (the solution), they go to "Send an Email", they select a template, but since homeowner is not yet a contact, they cannot select them from the "Contact" field.
At this point they are having to click on the "Web Email" link that is on the case page. Which opens up Outlook with the email address pre filed. But then they have to retype everything each time and then sync the email back to the case.
Please Asist with best practices and what the process should really look like.
1 answer
There is code on this page that you can adapt to your purposes:
http://success.salesforce.com/ideaView?c=09a30000000D9xo&id=087300000006tuCAAQ
http://wiki.developerforce.com/index.php/Autocreating_Contacts_From_Web_To_Case
