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.