Salesforce Forms for Smart Support Requests

Alice M.

Hawk-eye editor with a passion for trailblazing Salesforce experiences

Updated: Jan 9th, 2025

How does your business deal with support requests? And what are your biggest challenges? The ability to be able to field support queries, cases, and even complaints can make or break your organization, no matter the industry you find yourself in.

For example, if you are a tech company, then you need to be able to respond promptly to customers who are struggling to set up your product. And if you are a financial organization then you need to have thorough answers for clients who are following up on their investments. Similarly, if you are an online retailer and an order has not yet reached a customer, then you need to have the ability to act swiftly to resolve a shipping query.

But what is the best way to handle support requests? Salesforce Forms can be super helpful because they give you the ability to collect information seamlessly from customers and partners and collate it all in Salesforce for a 360-degree view of individuals and their particular needs.

By using Forms from Salesforce, you can set up web-to-case forms, automate case tracking, and assign queries based on custom criteria. In this article, we check out how Salesforce helps handle support requests with forms to streamline your business processes. We also touch on top use cases. Read on for more juicy details.

Salesforce: So how do Forms help you with Support Requests?

With forms from Salesforce, the support lifecycle can become far more seamless and many manual steps can be automated. While this differs from industry to industry, it will look something like the following:

Step 1

First up, build a web-to-case form in Salesforce so you have the structure you need to collect customer information such as contact details, name, the nature of their support request, and more. Once you are done with creating your form, it is a good idea to embed it on the support or contact us page of your website.

Step 2

Next, your customer, prospect, or partner will fill in your web-to-case form containing relevant information on their query or issue. They will submit this form, and all information will be fed back into Salesforce.

Step 3

With the power of Salesforce information, you can ensure that the support request is fed straight to the person best equipped to deal with the case. And you can choose how you want to do this. For example, if the web-to-case form contains a question on a specific product then the query can be sent to a product expert in that field. On the other hand, if it is a billing inquiry, it can be sent to financials who can deal with it efficiently. If you so wish, you can set up notifications to make sure relevant members of your organization get updates and information on support cases in real-time.

Step 4

Track your support requests in live time and work alongside your teammates to ensure an open case is resolved as soon as possible. With Salesforce, cases can be solved and handled much faster through sharing key data, escalating issues to experts, and automating support actions such as emails.

Step 5

Using Salesforce’s advanced reporting and analytics, you have the ability to check out detailed metrics on cases you have successfully closed and those that are still open so you can pinpoint how long it takes to wrap up cases, how happy customers and partners are with resolution times, and what you can do to improve support performance.

Top Use Cases for Forms and Support Requests with Salesforce

Now that we have got some insight into how Salesforce Forms are able to help streamlined support cases, let’s take a look at some use cases.

Top Notch Technical Support

Ramp up your technical support with Salesforce. Embed a simple Form on your website so that you can collect technical queries in a few minutes. Include fields for customers to explain the nature of their issue, and their precise technical difficulty. Once the form is submitted, ensure the case is escalated to the relevant technical expert for a swift resolution.

Product Queries

Do you get questions about your product all the time? And how easy or hard is it for your organization to resolve them? Using Salesforce, you can provide customers with an easy and fast way to ask all their top product questions. And Salesforce’s automation abilities mean you won’t waste any time because product questions will only be sent to experts in the field, and who have the time and resources assigned to answer efficiently.

Get Suggestions for New Features

Do you want to find out which new features customers want? And what features do you think will help to convert potential leads? Using the Forms app from Salesforce, you can get suggestions on tap. Respondents can explain features that would benefit their experience, and you can ensure these requests are sent straight to your R&D team who can start researching options for development.

Deliver Promises on your Orders

Never let down a customer again. Provide easy-to-fill-in forms so you can collect queries and complaints on slow, late, or lost orders. Route the information back into Salesforce where you can escalate the problem to those responsible and ensure orders are located and delivered efficiently.

Make Returns Seamless

Make product returns seamless by empowering customers to fill in intuitive online forms explaining why they need to return their purchase and how they would prefer to do so. Your form can include useful fields such as whether a customer wants to return a purchase in-store or not. Also, choose to make responding easier by including multiple-choice fields where customers can choose from a range of common answers as to why they are not fully satisfied with their product.

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.