ESCALATE QUESTION TO CASE IN SALESFORCE

This is a very useful need at times requested by clients. “Escalate Question to Case” / “Create Case from a question” / “Convert Question to case” in either customer portal , Partner portal, or any self serve portal.

In the answers portal, when we are required to Escalate the question to a case so that the executives can handle it. Salesforce provides this functionality internally but its a little tricky to turn it on and in this post I want to address this.


Pretense to the requirement

• Enable Answers
• Setup –> Customize –> Answers –> Settings –> “Enable Answers” and then Select a community
• Note: if you have multiple communities enabled, then in Answers –> settings ensure you select the default community to be used
• Setup Customer Portal to Include Answers
• Enable Customer portal : Setup –> customize –> Customer portal—> Settings –> (your portal) –> Customize Portal Tabs –> select “Answers” to the available tabs list

Now you will have access to the answers in the portal. you can can create, edit and delete your posts in the portal.

• Profile Changes
• For all the user profiles who access the customer portal be it “High Volume Customer Portal “, “ Customer Portal Standard”, “ Customer Portal manager” etc.. we need to provide access to the following
• Case : Read, Create, Edit
• Answers : Read, Create, Edit
• NOTE : In the Case’s field level Permission : Provide Read / Edit access to “Question” Field
• Finally
• There’s one last change you need to make, Add the “Question” field on the Case layout.

And there you go ! now log into the portal as the user who has the profile we made changes to and you can find the Escalate to case button on the question entry.

Note : you may want to provide this permission to only the people required to have it. It is efficient to use permission sets
Source : Full blown implementation for Answers in Portal