During the webinar series on Salesforce Admin Hacks, Jarrod Kingston of Appirio and Michael Farrington of RingLead, shared tips, hacks and code for the Case Object in Salesforce. Here’s a look at some of these hacks.

1. Case Comment & Email Message Tracking Fields (update last comment date)

The objective here is to help store important dates which will allow better tracking of cases and their activity. (Shoutout to Salesforce MVP Jason Paquette)

Hack Setup
1. Custom Date Time Field: Last Comment Date

2. Workflow Rule

a. Object: Case Comment

b. Evaluation Criteria: when a record is created

c. Rule Criteria: “true”

3. Workflow Field Update

a. Field to Update: Last Comment Date

b. Formula Value: “Now()”

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2. Neglect Flag

Create an image field to flag cases that have sat without a comment for too long. On each case an image of a red flag will appear if there has not been a new comment posted in 2 days or if there has never been a comment. A yellow flag will pop up if there has not been a new comment in 1 day. (Shoutout to Salesforce MVP Amber Neil Boaz)

Hack Setup
1. Custom Formula Field: Neglect

a. Type: Text

b. Formula: IMAGE( if(OR(Last_Comment__c < NOW()-2,ISNULL(Last_Comment__c)),”/img/samples/flag_red.gif”,if(Last_Comment__c < NOW()-1, “/img/samples/flag_yellow.gif”, “/s.gif”)),”Neglect Flag”)

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3. Send Email to Foreign Web Submitter

When a case is submitted via a Web-to-Case from a person who is not in your Contacts, you want to send them an email from within Salesforce using the “send email” button and have it pre-populated.

Hack Setup
1. Link: /_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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4. Quick Email Links

Give service agents the ability to quickly send a commonly used email response to a case contact. (Ex: Service agent needs to send a solution tied to a case using a standard email template.) (Shoutout to Salesforce MVP Bill Greenhaw.)

5. Hack Setup

1. Link with one template:

/_ui/core/email/author/EmailAuthor?p3_lkid={!Case.Id}&retURL=%2F{!Case.Id}&template_id=(TEMPLATE ID

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