The Log a Case Page on the Self-Service portal lets users submit new cases to your customer support team. Customize the page by creating a page message, adding merge fields, and choosing the case fields you want to include.
Required Editions
| View supported editions |
| User Permissions Needed | |
|---|---|
| To modify Self-Service pages: |
Manage Self-Service Portal AND Customize Application |
Note Starting with Spring ’12, the Self-Service portal isn’t available for new
Salesforce orgs. Existing orgs continue to have access to the Self-Service portal.
New cases submitted from this page are automatically created in Self-Service and assigned to the support representative or queue defined by your case assignment rules.
- From Setup, enter Self-Service Portal in the Quick Find box, then select Settings.
- In the Portal Pages list, click Edit next to Log a Case Page.
- Select the Show Log a Case Page checkbox.
- Select Show Message to display a message on this page.
-
If you enabled a page message, enter it in the text box, using the formatting toolbar to
change the size, color, or font.
Select Show HTML to view and edit your page message in HTML. You can’t save any JavaScript as part of your custom code, and can only use certain HTML elements and attributes.
- Optionally, insert merge fields for data that you want to replace dynamically.
- Click Save.
- To change the fields that display on the page, click the Page Layout link. If a case field is tied to a validation rule, the rule can prevent Self-Service portal users from logging a case if they do not have access to fill in that field. Consider making those fields visible on the Log A Case page.
- Click Save at any time to finish.
- To see how your Log a Case Page will look, click Preview next to Log a Case Page in the Portal Pages list. If you have customized the Self-Service style sheet, the preview shows your custom styles.