Prepare for Web-to-Case

Before setting up your web form with Web-to-Case, complete these steps.

Choose the case fields to include in your web form. For help, see Web-to-Case Guidelines and Limits.
Create an email template for the automated notification that’s sent to customers when they submit the web form.
To assign incoming cases to queues as well as to individual users, create one or more case queues on the Queues page in Setup.
Decide who will own cases created using the web form.
1. On the Case Assignment Rules page in Setup, create and activate an assignment rule to determine how web-generated cases are assigned to users or added to queues.
2. On the Support Settings page in Setup, select a user or queue as the Default Case Owner for cases that don’t meet your assignment rule criteria. If there’s no active assignment rule, all web-generated cases are assigned to the default case owner.