Tuesday, June 25, 2019

Online Case Form- Case Created Associated to Anonymous Customer

When a case is created via the Online Case Form, it may be associated to an Anonymous Customer, instead of an existing or a new Customer/Contact.

Please follow the steps below in order to associate the case to a new customer or an existing one:

  1. Navigate to Setup > Support > Online Case Form and edit your Online Case Form.

  2. In the Set Up Workflow tab, please set the following:

    • Use Duplicate Detection = False
    • Handle duplicate records = Update the first record created
    • Create Customers as Companies = False

  3. In the Select Fields tab, please set Search = True for the Email field.
  4. Save.
  5. Navigate to Setup > Support > Support Preferences > External tab and set:
    • Create New Lead on No Match = True

  6. Save.

This should properly associate the created case to the Contact (new or existing one) instead of associating it with an Anonymous Customer.

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