User Manual Guide: Case Management App on Salesforce AppExchange

transcript

casemanager@algoworks.comAlgoworks

casemanager@algoworks.comAlgoworks1

USER MANUAL

CASE MANAGEMENT APP(A Product By Algoworks)

Manage your cases

better than ever before.

Case Management Apphttps://appexchange.salesforce.com/listing

Detail?listingId=a0N3A00000ErAuaUAF

Case Flag

Case Split

Case Merge

● Introduction

● Installation Process

● Configuration

● Page Layout

● Case Management

CASE MANAGEMENT APP

What is Case Management App?

Case Management App is a lightning-ready 100% native app (also

supported in Salesforce1™) designed to help improve Case

Management.

Salesforce users who were facing difficulties in managing the

‘Cases’ on Salesforce® can now take a sigh of relief.

This app makes case management lucid. It involves :

Case Flag

Case Split

Case Merge

Managing your case has become simpler

Three Key Features Of Case Management Application

Case Flag

Case Merge Case Split

Prerequisites for installing Case Management App.

● Enable Email-to-Case in your org.

● Goto Setup.

● Search Email-to-Cases in the Quick Find box

● Click on Email-to-Case

● Click on Continue

● Click on the Edit Button.

● Click on Enable Email-to-Case.

● Click on Save.

● Go to AppExchange Case Management App.

https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000ErAuaUAF

● Click on Get It Now button to install it

Pre-Installation Guidelines.

Following of the pre-installation guide is of utmost

importance to avoid encountering issues which

reads:

This app can’t be installed .

So follow the steps listed next to successfully install

the Case Management App.

The first step involves installing Case Management

App from Salesforce AppExchange.

● Select the appropriate kind of user.

● Click on the Install button.

Installing Case Management App.

Here we are going to configure

Case Management App right

after installation which will help

you use the app for the best.

Next step involves Case Management

Configuration.

● Click on All Tabs on the right

hand corner of your Screen.

● Go to Case Management

Configuration.

Case Management App Configuration

The app also provides the feature of

managing Case SLA (Service Level

Agreement) via an intuitive Flag system,

where deadlines are automatically applied

to the Cases with different colors, and can

be set manually as well whenever needed.

Click on Flag.

Click on the drop down list and select

the number of stages.

Set the Time Interval and Color of the

flag.casemanager@algoworks.com

Algoworks

In this section we will deal with

the configuration of the three

key features of the app i.e flag,

merge and split.

Case Management App Configuration involves:

● Flag

● Merge

● Split

Configuration

The app also provides the feature of managing Case SLA

(Service Level Agreement) via an intuitive Flag system,

where deadlines are automatically applied to the Cases with

different colors, and can be set manually as well whenever

needed.

● Click on Flag.

● Click on the drop down list and select

the number of stages.The stages can

range from a minimum of 2 to a

maximum of 7.

● For each stage, set the Time Interval

(in Hours) and Color of the flag.

Flag Configuration

The flag age option below allows you to set the flag age

depending on business hours basis (working hours of

organization) or calendar hours (24x7) basis.

● Click on the required radio button.

● Click on the checkbox below to receive an

email notification upon the flag resolution.

● Click on Save Button or Reset button as per

requirement.

● Upon change of Case Owner the flag is reset

to the initial stage.

Flag Configuration

On selection of Business hours option, the color of the flag

changes as per the business hours prevailing in your

organization.

If the business hours are from 9am to 6pm and a case

is raised at 5pm the flag with an interval of 2 hours

changes its color next day after presuming work.

Flag Configuration

Selecting Business hours.

On selection of Calendar hours option, the color of the flag

changes as per the calendar hours i.e 24X7 hourly basis.

If a case is raised at 5pm the flag with an interval of 2

hours changes its color by 7pm irrespective of the

working hours of the organization.

Flag Configuration

Selecting Calendar hours.

With the point-and-click ability, the Case Management App has

made it easy to search for Duplicate Cases and merge them into

● Select the number of cases you want to merge.

● Select the fields for sorting default duplicate cases

listed.

● Select the fields to customize the query to list the

relevant duplicate cases.

Merge Case Configuration

With the point-and-click ability, the Case Management App has

made it easy to search for Duplicate Cases and select the

number of cases as well as sort it accordingly.

● By clicking on the Merge case limit you can choose the

number of cases you want to merge from the drop down

list (from a min of 2 to a max of 9 cases).

● Select the fields for sorting the duplicate cases listed.

All the listed duplicate cases will be sorted as per your

requirement.

● You are eligible to select any query depending on which

you can list your duplicate cases. In case you do not

specify any custom formula the fields you have selected

will take an AND formula and execute the command

assuming each case true.

● Otherwise in another case you can also customize the

formula related to the selected fields to enlist the

relevant duplicate cases.

● Click the checkbox to get an email notification upon

successful case merge.

Next you can select the objects you want to merge in your

master case.

● Check the boxes so that the related objects of

the case can be merged in the master case.

● Click on the Validate and Save button or on the

Reset button as per requirement.

Not only does the app merges Cases, it can split a single Case

into multiple Cases. The user has the flexibility to choose which

information has to be copied to the new Case, and which has to

be left back in the original Case.

● Select the objects that need to be transferred.

● Click the checkbox to get an email notification upon

successful case split.

● Click on Save button or the Reset Button as per

Split Case Configuration

Here we are going to setup the

basic page layout.

To set up your page layout and configure the required

fields and buttons you need to go to Setup.

● Go to Setup.

● Locate the Quick Find/Search box.

Cases Page Layout Setup.

Get ready to manage your cases.

● Type in Cases in the Quick

Find box.

● Click on Page Layout Option..

Create New page layout, make

edits to the existing layouts or

even delete it!

● Click on Page Layout.

● Click on New Button to create a new page

layout.

● Click on Edit to make changes to the existing

page layouts.

Feel free to drag and drop the

required elements to setup

your perfect layout.

● Click on Fields.

● Drag and drop the required

elements to the page.

Fields Setup.

● Click on Buttons.

● Drag and drop the required

elements to the page.

Buttons Setup.

● Click on Salesforce1 and Lightning

Actions.

● Drag and drop the required elements to

the page.

The Salesforce1 and Lightning Actions feature helps

you to add buttons that are Lightning compatible.

Salesforce1 and Lightning Actions Setup.

● Click on Visualforce Pages.

● Drag and drop the required elements to

● the page.

It also gives you the provision to add Visualforce

Pages.

Visualforce Pages Setup.

● Click on the properties button on the top

right corner to set the section in a visually

appealing fashion.

● Set width in % and the appropriate height (in

this case it is set to 100% and 20

respectively).

● Check the Show label checkbox.

● Click on OK button.

You can easily set the Visualforce Page Properties.

Visualforce Pages Setup.

Raise cases and take care of

your existing cases with ease.

● Click on New Button or on the Go button.

● Create New Cases.

Case Management

● Fill in Case Information.

● Fill in Additional Information

● Fill in Descriptive Information

● Click on Save.

● On creation of a new case a flag is

automatically set to stage 1.

New Case Creation

New Case

● You can manually set a flag on any case which has no flag.

● Click on Set Flag.

● A case flag of the pre configured colour is set along with the

timer.

Set Flag

● When a case is raised and you opt for Set Flag a flag

of a definite color appears (the color that has been

previously defined to appear at Stage 1).

● As soon as the first stage’s time expires the flag will

automatically change to the next stage’s defined color.

● After the expiry of the second stage’s time the color of

the flag automatically changes to the next stage’s

defined color and so on.

Hence giving you a clear indication of the current status of

your cases.

● The Flag can be manually cleared as well.

● Click on Clear Flag.

Clear Flag

● By clicking on the Clear Flag button the

flag assigned is removed.

Clear Flag

● By clicking on the Split button you can split

and repeated split any particular case.

Split Case

Click on the split button to split a particular case.

● Select the Case Split Type.

● Select the Case Comments to be split.

● Select the Emails to be split.

● Select the History of the cases to be split.

● Click on Split.

● You can click on Split and Split Again to further split the same

Split Case

● Click on the Search Duplicate button to

locate the number of Duplicate Cases.

● You can easily see the number of

Duplicate Cases detected from the link

highlighted in the section.

Search Duplicate

After Clicking on the search duplicate button.

● You can Search any case directly from the

search box.

● It gets appended in the list.

● You can select the case and carry out the merge

process.

Search Duplicate

Click on the search duplicate button.

● Select the appropriate case fields and the search

the duplicate case.

● You can also customize a formula based on the

usage of case fields.

● Click on Merge Selected.

Search Duplicate

Click on the search duplicate button.

● Select the cases you want to merge based on

your search filter or customized formula.

● Click on Merge Selected to merge the multiple

cases that you have selected.

Search Duplicate

● Click on one case to make it the master case.

● Click on merge button.

Search Duplicate

For any queries, installation or use, please send a mail to

casemanager@algoworks.com

User Manual Guide: Case Management App on Salesforce AppExchange

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