Web-to-Case public intake
Key Takeaway
A Web-to-Case form on your public website turns each customer submission into a case. Web-to-Case can create up to 5,000 cases in a 24-hour period. Requests over that limit are not lost right away, because they wait in a pending request queue.
Web-to-Case lets customers send support requests through a form on your company's public website. Each submission automatically becomes a case in Salesforce. Customers can report issues without calling, and support gets each request as a tracked case that it can route like any other case. An admin builds the form as HTML in Setup and adds that HTML to the website.
How to set up Web-to-Case
Setting up the form takes four steps:
- Turn on Web-to-Case from the Web-to-Case page in Setup. An admin needs the "Customize Application" permission to turn it on.
- Pick the case fields for the form.
- Generate the form's HTML with the Web-to-Case HTML Generator.
- Paste the HTML into your website. You can put it on as many pages as you like.