Michael Farrington and Jarrod Kingston share some great ways to hack the Salesforce Case object.

1. Salesforce Admin Hack Series:
Case Object
the webinar will begin shortly...
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2. Salesforce Admin Hack Series:
Case Object
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3. Welcome!
● Type questions into the webinar control panel
● Join the conversation!
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@ringlead
@michaelforce
@appirio
@jarrodmichael

4. Michael Farrington
Chief Product Officer, RingLead
Founder, Qandor
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5. About
RingLead creates easy-to-use
yet powerful applications that
will make your customer and
prospect database much,
much better.
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6. Complete Data Quality Suite
We offer a full suite of data quality applications.
Data Shield
Contact
Capture
Data Cleanse
Profiler
Unique
Web-to-Lead
Unique
Upload
Unique
Entry
Normalization
Duplicate
Removal &
Prevention
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Data
Enrichment
Diver
Company
Search

7. Case Comment Tracking Fields
Objective: Store important dates such as “First Comment
Date” and “Last Comment Date”
Secret: You can create workflow on the “Case Comment”
(and “Email Message”) objects
Shout out to Jason Paquette
@paquettejason
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8. Neglect Flag
Objective: An image field to flag cases that have sat
without a comment for too long
Secret: http://www.salesforcefast.com/2010/10/hiddenimages-available-on-salesforce.html
Shout out to Amber Neill Boaz
@amber9904
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9. Send Email to Foreign Web Submitter
Objective: Case is submitted via Web-to-Case from
person not in your Contacts, you want to send them
email from within Salesforce.
Secret: Two-fold: you don’t have to have anyone in the
“To:” of an email sent from Salesforce, and you can put
any email address you want in the “Additional To:”.
/_ui/core/email/author/EmailAuthor?p3_lkid={!Case.Id}&retURL=%
2F{!Case.Id}&p2_lkid={!Case.ContactId}&p2_lktp=003&p24={!if
(ISNULL(Case.ContactId),Case.SuppliedEmail,'')}
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10. Jarrod Kingston
Business Analyst, Appirio
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11. Appirio Helps You Reimagine Your Business with the Cloud
Your Business Reimagined
The World’s Largest Cloud
Expert Community
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=
Services Powered by Reusable
Technology and 75k
Crowdsourced Developers
6 years, 500 enterprises, 2.5M users moved to the cloud
© 2013 Appirio, Inc. - Confidential

12. Quick Email Links
Objective: Give service agent ability to quickly send a
commonly used email response to case contact.
Example: Service agent needs to quickly send solution
tied to case or case check-in using standard email
templates.
Shout out to Bill Greenhaw
@Bill_Greenhaw
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13. Case Re-Open Count
Objective: Track how many times a Case has been
reopened by the customer. Helps track service team
efficiency.
Example: A service manager wants to track the average
amount of times cases are reopened.
Shout out to Joshua Titus
@aviao008
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14. “Take Ownership” Button
Objective: Give service agent easy way to take ownership
of a Case.
Example: Service agent is working a queue and needs to
quickly take ownership of the case.
Shout out to Jason Paquette
@paquettejason
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15. Come to our Dreamforce Session
Top 10 Salesforce
Admin Hacks
Tuesday, November 19th
3:30 PM - 4:30 PM
The Westin St. Francis
Grand Ballroom
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16. Visit us in the Expo Hall
North
2302
West
507
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17. Questions? Comments?
@michaelforce
@jarrodmichael
RingLead.com/LinkedIn
@Appirio
@RingLead
YouTube.com/Appirio
RingLead.com/GooglePlus
Facebook.com/Appirio
RingLead.com/YouTube
RingLead.com/Facebook
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