How can community users escalate question to case salesforce


From Setup, Type Support Settings in Quick find text box and Select Support Settings. Click on Edit and Select Enable QuestiontoCase in Communities to enable it for all Communities and Select Enable QuestiontoCase to enable inside the Salesforce Organization. Type Case in Quick Find box and Select fields. Select Question from Chatter.

If a question isn’t resolved, you can escalate the question to a case. Users with the Moderate Chatter or Moderate Experiences Feeds user permission can create cases from questions directly in the feed, or you can set up flows in Flow Builder to automatically create cases from questions that meet specified criteria.


How do I enable questions in case?

From Setup, enter Support Settings in the Quick Find box, then select Support Settings.To enable Question-to-Case in all Experience Cloud sites where you have enabled Chatter Questions, select Enable Question-to-Case in Experience Cloud Sites.More items…

How do I enable a Question object in Salesforce?

Click on Edit and Select Enable Question-to-Case in Communities to enable it for all Communities and Select Enable Question-to-Case to enable inside the Salesforce Organization.

How do I add a case to a community in Salesforce?

Create Case FormSelect the Create Case Form component in the page you’re configuring.In the property editor, configure properties for the component: Property. Details. General Settings. Click to expand the section with general setting properties. Attach Files.

How do I respond to a case in Salesforce?

To work with Email-to-Case or On-Demand Email-to-Case emails:Click Send An Email to send an email to a contact, another user, or any other email address.Click Reply to respond to an email. … Click To All to respond to all participants on an email thread.Click the subject of the email to view the email.More items…

How do I enable chatter for community users?

To Enable chatter on your communityGo to chatter.check on Enable.

Who can see what in communities Salesforce?

Standard Salesforce user sees records that they own, and records that they have access to (based on sharing rules) across all sites and their internal org. Chatter Free user can’t access records.

How do I raise a case in Salesforce support?

Here are the new steps:Log in to Salesforce Help.Click Contact Support.Click Create a Case on the “Create a Case” tile.Select an “Inquiry Type” from the options available to you: … Fill in the required Case fields.Add any Case Collaborators to allow people to follow Case progress.Click Create Case.

How do I raise a support request in Salesforce?

Required EditionsLog in to Salesforce, then go to the Help and Training page.At the bottom of the page, click Contact Support.Click Create a Case.Select your support topic, category, and issue. … See if there’s an existing topic that relates to your issue.More items…

How does Salesforce web to case work?

Web-to-Case in Salesforce is an innovative feature that helps you gather customer support requests directly from your company’s website and automatically generate up to 5,000 new cases a day. This can help your organization respond to customers faster, improving your support team’s productivity.

What is Einstein activity capture?

Einstein Activity Capture is a productivity-boosting tool that helps keep data between Salesforce and your email and calendar applications up to date. To keep data up to date between applications, Einstein Activity Capture focuses on three types of data—emails, events, and contacts.

How do I set up an auto response in Salesforce?

Setting Up Auto response rule in Salesforce.From Setup, enter Auto-Response Rules in the Quick Find box, then select either Lead Auto-Response Rule or Case Auto-Response Rule.Choose New, and then give the rule a name. Specify whether you want this to be the active rule for leads or cases submitted. Then click Save.

What is auto response rules in Salesforce?

Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry.

What is self service connected to Lightning Console for Service?

With self-service connected to Lightning Console for Service, questions that aren’t answered through the community can be escalated to your support team.

Can agents answer privately?

Agents can answer within the community, so all can benefit from the solution. For cases that are more sensitive, agents can answer privately.

Can a customer create a case in the community?

Customers can create cases directly in the community. Cases can also be escalated automatically based on keywords, or if a question goes unanswered. Agents can answer within the community or privately.

Require Permission to View Lookup Fields (Critical Update)

We have a scenario to assign the record owner to a Queue based on some criteria. The non-admin users are unable to view the value of the Owner field once the Owner field is updated with the Queue. We found the root cause for this issue.

Permission Set Groups

Permission set groups combine selected permission sets to provide all the permissions that users need for their roles.


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