Creating Salesforce Cases with Cirrus Insights – Jenny’s weekly Tip #24

Email DeliveryDo you find that your inbox is full of support emails that should be recorded in Salesforce? Wouldn’t it be great if there was a way to manage these support requests without them getting lost in the abyss of daily work emails? Well, this weeks tip will certainly aim to do just that.

With Cirrus Insight, managing your cases and support emails have never been so easy.  With just a few clicks, your support emails can be cased up, escalated and or closed in Salesforce; all without having to leave your Gmail inbox. This means less time on case management and more time spent with the customer resolving their support issue.

For a support email free inbox and less time spent on case management in Salesforce follow the instructions below.

Firstly, when a new support email comes through to your inbox, you will need to create a new Case before you can add the email.

1.Click on the support email and navigate to the Case icon in the Cirrus Insight client taskbar.

 Screen Shot 2014-03-20 at 10.54.10

2. Click the + Case sign to open up the new Case details page.

Screen Shot 2014-03-20 at 10.59.37

3. Enter all the relevant Case information on the details page e.g. Schedule Date, Status, Description etc. and click ‘Save’ to add the Case to Salesforce.

Screen Shot 2014-03-20 at 10.55.26

Now that the Case has been created, you will want to log the support email to that Case.

4. Click ‘Add to Salesforce’.

Screen Shot 2014-03-20 at 10.56.13

6. Select Cases in the Relate Record section.

Screen Shot 2014-03-20 at 10.56.57

7. Type in the Case number and hit the lookup icon and select the case in the search results.

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8. Click Save to add the email to the related Case.

Screen Shot 2014-03-20 at 10.58.18

9. You will receive a pop notification informing you that your email has been added to your new Case.

You will soon find that creating, editing, escalating and closing cases has never been so easy.

For more information on adding emails to Salesforce with Cirrus Inisghts, check out my previous tip below.

Saving emails to Salesforce with Cirrus Insight.

I’ll be back next week with more useful tips.

By Jenny Bamber
5 February 2014
Jenny's Weekly TipsThe Good Systems Blog

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