Definition
A Salesforce feature that automatically creates case records from customer submissions on a web form, capturing the form field values and routing the new case to a queue or assignment rule for handling.
Real-World Example
When a Salesforce developer at CodeBridge needs to streamline operations, they turn to Web-to-Case to create a robust integration between Salesforce and an external system. Using Web-to-Case, the developer builds an efficient solution that syncs data in near real-time, handles error scenarios gracefully, and includes detailed logging for troubleshooting.
Why Web-to-Case Matters
Web-to-Case is a Salesforce feature that automatically creates case records from customer submissions on a web form, capturing the form field values and routing the new case to assignment rules for appropriate handling. It's one of the simplest ways to let customers submit support requests through your website.
Web-to-Case is a standard customer intake channel that requires minimal setup: generate the HTML form in Setup, embed it on your website, and cases start flowing in. For higher-volume or more sophisticated intake, Email-to-Case and Experience Cloud self-service provide additional capabilities.
How Organizations Use Web-to-Case
- •CloudNine Solutions — Uses Web-to-Case for customer support request intake from their website.
- •ShieldGuard Security — Routes Web-to-Case submissions through assignment rules to the right support queues.
- •BrightEdge Solutions — Combines Web-to-Case with assignment rules for automated case routing.