User Manual Guide: Case Management App on Salesforce AppExchange

1. casemanager@algoworks.com Algoworks casemanager@algoworks.com Algoworks1 USER MANUAL CASE MANAGEMENT APP (A Product By Algoworks) Manage your cases better than ever before. Case Management App https://appexchange.salesforce.com/listing Detail?listingId=a0N3A00000ErAuaUAF Case Flag Case Split Case Merge

2. casemanager@algoworks.com Algoworks ● Introduction ● Installation Process ● Configuration ● Page Layout ● Case Management casemanager@algoworks.com Algoworks2

3. casemanager@algoworks.com Algoworks CASE MANAGEMENT APP ABOUT What is Case Management App? Case Management App is a lightning-ready 100% native app (also supported in Salesforce1™) designed to help improve Case Management. Salesforce users who were facing difficulties in managing the ‘Cases’ on Salesforce® can now take a sigh of relief. This app makes case management lucid. It involves : Case Flag Case Split Case Merge casemanager@algoworks.com Algoworks3

4. casemanager@algoworks.com Algoworks Managing your case has become simpler Three Key Features Of Case Management Application Case Flag 4 Case Merge Case Split

5. casemanager@algoworks.com Algoworks casemanager@algoworks.com Algoworks5

6. casemanager@algoworks.com Algoworks Prerequisites for installing Case Management App. ● Enable Email-to-Case in your org. ● Goto Setup. ● Search Email-to-Cases in the Quick Find box casemanager@algoworks.com Algoworks6

7. casemanager@algoworks.com Algoworks ● Click on Email-to-Case ● Click on Continue Prerequisites for installing Case Management App. casemanager@algoworks.com Algoworks7

8. casemanager@algoworks.com Algoworks ● Click on the Edit Button. Prerequisites for installing Case Management App. casemanager@algoworks.com Algoworks8

9. casemanager@algoworks.com Algoworks ● Click on Enable Email-to-Case. ● Click on Save. Prerequisites for installing Case Management App. casemanager@algoworks.com Algoworks9

10. casemanager@algoworks.com Algoworks ● Go to AppExchange Case Management App. https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000ErAuaUAF ● Click on Get It Now button to install it Prerequisites for installing Case Management App. casemanager@algoworks.com Algoworks10

11. casemanager@algoworks.com Algoworks Pre-Installation Guidelines. Following of the pre-installation guide is of utmost importance to avoid encountering issues which reads: This app can’t be installed . So follow the steps listed next to successfully install the Case Management App. casemanager@algoworks.com Algoworks11

12. casemanager@algoworks.com Algoworks The first step involves installing Case Management App from Salesforce AppExchange. ● Select the appropriate kind of user. ● Click on the Install button. Installing Case Management App. casemanager@algoworks.com Algoworks12

14. casemanager@algoworks.com Algoworks Here we are going to configure Case Management App right after installation which will help you use the app for the best. casemanager@algoworks.com Algoworks14

15. casemanager@algoworks.com Algoworks Next step involves Case Management Configuration. ● Click on All Tabs on the right hand corner of your Screen. ● Go to Case Management Configuration. Case Management App Configuration casemanager@algoworks.com Algoworks15

16. casemanager@algoworks.com Algoworks The app also provides the feature of managing Case SLA (Service Level Agreement) via an intuitive Flag system, where deadlines are automatically applied to the Cases with different colors, and can be set manually as well whenever needed. Click on Flag. Click on the drop down list and select the number of stages. Set the Time Interval and Color of the flag. casemanager@algoworks.com Algoworks In this section we will deal with the configuration of the three key features of the app i.e flag, merge and split. 16

17. casemanager@algoworks.com Algoworks Case Management App Configuration involves: ● Flag ● Merge ● Split Configuration casemanager@algoworks.com Algoworks17

18. casemanager@algoworks.com Algoworks The app also provides the feature of managing Case SLA (Service Level Agreement) via an intuitive Flag system, where deadlines are automatically applied to the Cases with different colors, and can be set manually as well whenever needed. ● Click on Flag. ● Click on the drop down list and select the number of stages.The stages can range from a minimum of 2 to a maximum of 7. ● For each stage, set the Time Interval (in Hours) and Color of the flag. Flag Configuration casemanager@algoworks.com Algoworks18

19. casemanager@algoworks.com Algoworks The flag age option below allows you to set the flag age depending on business hours basis (working hours of organization) or calendar hours (24x7) basis. ● Click on the required radio button. ● Click on the checkbox below to receive an email notification upon the flag resolution. ● Click on Save Button or Reset button as per requirement. ● Upon change of Case Owner the flag is reset to the initial stage. Flag Configuration casemanager@algoworks.com Algoworks19

20. casemanager@algoworks.com Algoworks On selection of Business hours option, the color of the flag changes as per the business hours prevailing in your organization. If the business hours are from 9am to 6pm and a case is raised at 5pm the flag with an interval of 2 hours changes its color next day after presuming work. Flag Configuration Selecting Business hours. casemanager@algoworks.com Algoworks20

21. casemanager@algoworks.com Algoworks On selection of Calendar hours option, the color of the flag changes as per the calendar hours i.e 24X7 hourly basis. If a case is raised at 5pm the flag with an interval of 2 hours changes its color by 7pm irrespective of the working hours of the organization. Flag Configuration Selecting Calendar hours. casemanager@algoworks.com Algoworks21

22. casemanager@algoworks.com Algoworks With the point-and-click ability, the Case Management App has made it easy to search for Duplicate Cases and merge them into one. ● Select the number of cases you want to merge. ● Select the fields for sorting default duplicate cases listed. ● Select the fields to customize the query to list the relevant duplicate cases. Merge Case Configuration casemanager@algoworks.com Algoworks22

23. casemanager@algoworks.com Algoworks With the point-and-click ability, the Case Management App has made it easy to search for Duplicate Cases and select the number of cases as well as sort it accordingly. ● By clicking on the Merge case limit you can choose the number of cases you want to merge from the drop down list (from a min of 2 to a max of 9 cases). ● Select the fields for sorting the duplicate cases listed. All the listed duplicate cases will be sorted as per your requirement. Merge Case Configuration casemanager@algoworks.com Algoworks23

24. casemanager@algoworks.com Algoworks ● You are eligible to select any query depending on which you can list your duplicate cases. In case you do not specify any custom formula the fields you have selected will take an AND formula and execute the command assuming each case true. ● Otherwise in another case you can also customize the formula related to the selected fields to enlist the relevant duplicate cases. ● Click the checkbox to get an email notification upon successful case merge. Merge Case Configuration casemanager@algoworks.com Algoworks24

25. casemanager@algoworks.com Algoworks Next you can select the objects you want to merge in your master case. ● Check the boxes so that the related objects of the case can be merged in the master case. ● Click on the Validate and Save button or on the Reset button as per requirement. Merge Case Configuration casemanager@algoworks.com Algoworks25

26. casemanager@algoworks.com Algoworks Not only does the app merges Cases, it can split a single Case into multiple Cases. The user has the flexibility to choose which information has to be copied to the new Case, and which has to be left back in the original Case. ● Select the objects that need to be transferred. ● Click the checkbox to get an email notification upon successful case split. ● Click on Save button or the Reset Button as per need. Split Case Configuration casemanager@algoworks.com Algoworks26

28. casemanager@algoworks.com Algoworks Here we are going to setup the basic page layout. casemanager@algoworks.com Algoworks28

29. casemanager@algoworks.com Algoworks To set up your page layout and configure the required fields and buttons you need to go to Setup. ● Go to Setup. ● Locate the Quick Find/Search box. Cases Page Layout Setup. casemanager@algoworks.com Algoworks29

30. casemanager@algoworks.com Algoworks Get ready to manage your cases. ● Type in Cases in the Quick Find box. ● Click on Page Layout Option.. Cases Page Layout Setup. casemanager@algoworks.com Algoworks30

31. casemanager@algoworks.com Algoworks Create New page layout, make edits to the existing layouts or even delete it! casemanager@algoworks.com Algoworks31

32. casemanager@algoworks.com Algoworks ● Click on Page Layout. ● Click on New Button to create a new page layout. ● Click on Edit to make changes to the existing page layouts. Cases Page Layout Setup. casemanager@algoworks.com Algoworks32

33. casemanager@algoworks.com Algoworks casemanager@algoworks.com Algoworks33 Feel free to drag and drop the required elements to setup your perfect layout.

34. casemanager@algoworks.com Algoworks ● Click on Fields. ● Drag and drop the required elements to the page. Fields Setup. casemanager@algoworks.com Algoworks34

35. casemanager@algoworks.com Algoworks ● Click on Buttons. ● Drag and drop the required elements to the page. Buttons Setup. casemanager@algoworks.com Algoworks35

36. casemanager@algoworks.com Algoworks ● Click on Salesforce1 and Lightning Actions. ● Drag and drop the required elements to the page. The Salesforce1 and Lightning Actions feature helps you to add buttons that are Lightning compatible. Salesforce1 and Lightning Actions Setup. casemanager@algoworks.com Algoworks36

37. casemanager@algoworks.com Algoworks ● Click on Visualforce Pages. ● Drag and drop the required elements to ● the page. It also gives you the provision to add Visualforce Pages. Visualforce Pages Setup. casemanager@algoworks.com Algoworks37

38. casemanager@algoworks.com Algoworks ● Click on the properties button on the top right corner to set the section in a visually appealing fashion. ● Set width in % and the appropriate height (in this case it is set to 100% and 20 respectively). ● Check the Show label checkbox. ● Click on OK button. You can easily set the Visualforce Page Properties. Visualforce Pages Setup. casemanager@algoworks.com Algoworks38

40. casemanager@algoworks.com Algoworks casemanager@algoworks.com Algoworks40 Raise cases and take care of your existing cases with ease.

41. casemanager@algoworks.com Algoworks ● Click on New Button or on the Go button. ● Create New Cases. Case Management casemanager@algoworks.com Algoworks41

42. casemanager@algoworks.com Algoworks ● Fill in Case Information. ● Fill in Additional Information ● Fill in Descriptive Information ● Click on Save. ● On creation of a new case a flag is automatically set to stage 1. New Case Creation New Case casemanager@algoworks.com Algoworks42

43. casemanager@algoworks.com Algoworks ● You can manually set a flag on any case which has no flag. ● Click on Set Flag. ● A case flag of the pre configured colour is set along with the timer. Set Flag Set Flag casemanager@algoworks.com Algoworks43

44. casemanager@algoworks.com Algoworks Set Flag casemanager@algoworks.com Algoworks44 ● When a case is raised and you opt for Set Flag a flag of a definite color appears (the color that has been previously defined to appear at Stage 1). ● As soon as the first stage’s time expires the flag will automatically change to the next stage’s defined color. ● After the expiry of the second stage’s time the color of the flag automatically changes to the next stage’s defined color and so on. Hence giving you a clear indication of the current status of your cases.

45. casemanager@algoworks.com Algoworks ● The Flag can be manually cleared as well. ● Click on Clear Flag. Clear Flag Clear Flag casemanager@algoworks.com Algoworks45

46. casemanager@algoworks.com Algoworks ● By clicking on the Clear Flag button the flag assigned is removed. Clear Flag casemanager@algoworks.com Algoworks46

47. casemanager@algoworks.com Algoworks ● By clicking on the Split button you can split and repeated split any particular case. Split Case casemanager@algoworks.com Algoworks47 Split

48. casemanager@algoworks.com Algoworks Click on the split button to split a particular case. ● Select the Case Split Type. ● Select the Case Comments to be split. ● Select the Emails to be split. ● Select the History of the cases to be split. ● Click on Split. ● You can click on Split and Split Again to further split the same case. Split Case casemanager@algoworks.com Algoworks48

49. casemanager@algoworks.com Algoworks ● Click on the Search Duplicate button to locate the number of Duplicate Cases. ● You can easily see the number of Duplicate Cases detected from the link highlighted in the section. Search Duplicate Search Duplicate casemanager@algoworks.com Algoworks49

50. casemanager@algoworks.com Algoworks After Clicking on the search duplicate button. ● You can Search any case directly from the search box. ● It gets appended in the list. ● You can select the case and carry out the merge process. Search Duplicate Search Duplicate casemanager@algoworks.com Algoworks50

51. casemanager@algoworks.com Algoworks Click on the search duplicate button. ● Select the appropriate case fields and the search the duplicate case. ● You can also customize a formula based on the usage of case fields. ● Click on Merge Selected. Search Duplicate Search Duplicate casemanager@algoworks.com Algoworks51

52. casemanager@algoworks.com Algoworks Click on the search duplicate button. ● Select the cases you want to merge based on your search filter or customized formula. ● Click on Merge Selected to merge the multiple cases that you have selected. Search Duplicate Search Duplicate casemanager@algoworks.com Algoworks52

53. casemanager@algoworks.com Algoworks ● Click on one case to make it the master case. ● Click on merge button. Search Duplicate casemanager@algoworks.com Algoworks53

54. casemanager@algoworks.com Algoworks casemanager@algoworks.com Algoworks54 For any queries, installation or use, please send a mail to casemanager@algoworks.com

User Manual Guide: Case Management App on Salesforce AppExchange

User Manual Guide: Case Management App on Salesforce AppExchange

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User Manual Guide: Case Management App on Salesforce AppExchange