Aurora: Enable and configure Case Portal

Prerequisite

Case Portal must be enabled for your Community to complete this procedure. If you need Case Portal enabled for your instance, open a Support ticket.

To enable and configure the Case Portal:

1. Sign in to the community as an Admin.
2. Open the Account menu and click Settings.
3. Go to Features > Salesforce.
4. Go to Case Portal Integration and configure the following:
   

• Case Portal: Turn on this option to enable Case Portal in the community. You must have a valid integration with Salesforce CRM to use this feature. 
• Case creation: Turn on this option to enable members to create support cases from the Case Portal.
• Case update: Turn on this option to enable members to update a case. 
• API error messages: Turn on this option to allow users to see the actual error messages generated by the CRM instead of generic error messages.
• Case portal field customization options:
  • CRM Fields to include as filters in the Case Portal: Specify the names of the CRM fields that you want to configure as filterable columns in the Case Portal page. 
  • Modifiable fields when editing cases: Specify the names of the CRM fields that you want to configure as fields that can be modified in the Case details page.
    Note: You must turn on the Case Update option to modify the configured fields in the case details page.
  • Custom fields in case creation form: Specify the CRM fields that you want to configure as a fields in the Create Case page 
  • Custom fields in case view: Specify the CRM fields that you want to configure as a fields in the Case details view page.
  • Case list custom columns: Specify the CRM fields that you want to configure as a fields as a column in Case Portal page.
• Close case settings:
  • Close Case form status field: Enter a comma-separated list of statuses to be displayed in the Close As status field. These entries must match entries in your CRM.
  • Close Case form comment field: Enter a comma-separated list of values to be displayed in the Comments field. These values can be anything you want to reflect close reasons. For example, “Found my answer” or “Agent fixed my issue.”
• Query parameters override:
  • Account cases: Enter a SOQL custom query WHERE clause to override the default query or comma-separated parameters to append to the existing query to display specific cases to Supervisors in the Case Portal. If left blank, the Case Portal shows the default Supervisor cases.
  • My cases: Enter a SOQL custom query WHERE clause to override the default search query or comma-separated parameters to append to the existing query to display only specific cases in the Case Portal. If left blank, the Case Portal shows the default list of cases.

      4. Click Save.