Online Case Form- Case Created Associated to Anonymous Customer
Published 01/28/2014 07:27 AM | Updated 08/23/2019 02:56 AM | Answer Id: 36266
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: Navigate to Setup > Support > Online Case Form and edit your Online Case Form. 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 In the Select Fields tab, please set Search column = True for either: Company field – This will detect if an existing record with the same Company Name exists. Email field – This will detect if an existing Customer record has the same exact email address. Save. Navigate to Setup > Support > Support Preferences > External tab and set: Create New Lead on No Match = True 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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