About the Aurora Case Portal
After you set up the Salesforceintegration with your community, you can activate the Case Portal within the community. The Case Portal enables members to: Create Support Cases directly from the community. Correspond with Support agents on cases via case comments in the community. Cases can be discussed in public and private areas of the community. Access their open and resolved cases from a private community page regardless of where that case originated. For example, you might have created several support cases via different channels (phone, email, Facebook, Twitter, and/or the community). The Case Portal enables you to access and respond to all of your cases regardless of how they were originally opened. In the Case Portal, all the interactions between the Support agent and the user are captured in threaded conversations. To enable Case Portal for your instance, open a Support ticket. After the Case Portal is enabled in your community, you can set it up by performing these tasks: Enable and configure the Case Portal in Community Admin Set up Case Portal permissionsAurora: View support cases in the community
In the community, the Case Portal lists all the cases that are created by members via different channels (phone, email, Facebook, Twitter, and/or the community). The Case Portal option must be enabled in the Salesforce settings to view the support cases. Members with the Read and reply to own support cases permission can access the Case Portal to view their own support cases: The page lists: Case No.: The unique identification numbers for each case. Title: The titles for each case. Status: The current status of each case. Origin: The source through which the cases were created. Created On: The date on which each case was created. Last Update: The date on which each case was last updated. You can sort the cases based on Last Update. You can further filter cases based on View,Keyword, Status, and Origin: To view support cases in the Case Portal: Open the Account menu and click My Support Cases. Note that you must have the Read and reply to own support cases permission to view this option. The Case Portal page opens. To view the details of a case, click the Title of the case. The case details page opens. From the case details page, you can update or close your case. You can also reply to your own cases: Related topics: Create a support case in the Community Update or close support cases from the Community Set case portal permissionsAurora: Set Case Portal permissions
You can set Case Portal-specific permissions to control who can create, read, reply to, or close their own support cases in the community. These permissions can be set only at the community level. Case Portal permissions include: To modify a Case Portal permission: Sign in to the community as an Admin. Open the Account menu and click Settings. Go to Users > Roles and Permissions. In the Community Permission Defaults, click Edit. In the Case Portal section, set the Read and reply to own support cases permission to Grant. Grant Case Portal permissions to a role Sign in to the community as an Admin. Open the Account menu and click Settings. Go to Users > Roles and Permissions. Click Edit next to the role you want to assign the permission. Scroll down to the Case Portal section and set the permissions.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: Sign in to the community as an Admin. Open the Account menu and click Settings. Go to Features > Salesforce. 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.Aurora: Enable members to close their own support cases from the community
Sometimes, your Support team may solve a customer’s case but not know it because the customer neglected or forgot to respond back on the ticket. As a result, the case may stay open longer than needed. One way to prevent this from happening is to enable customers to close their own cases directly from your community’s Case Portal where they received the response that solved their problem. From the community Case Portal, members with Allow members to close their own support cases from the Case Portal permission can close their own support cases. Note: To have the Close Case option enabled for your Community, open a Support ticket. Set up Close Case form field options To enable members to close their own community cases, admins must set up Close case form fields. Note: The Close Case option is not available for members if none of these fields are defined. To define Close Case form fields: Sign in to the community as an Admin. Open the Account menu and click Settings. In Case Portal Integration, go to Close case settings and click Edit. The Edit window opens. In the Close case form status field option, enter a comma-separated list of values for the Close As status field. These entries must match entries in your CRM. For example, “Resolved,” “Updated,” or “Declined.” In the Close case form comment field option, enter a comma-separated list of values for the Comment status field. These values can be anything you want to reflect close reasons you want to measure; for example, “Found my answer” or “Agent fixed my issue.” Click Save. Close your own case from the Case Portal Open the Account menu and click My Support Cases. Note that you must have Read and reply to own support cases permission to view this option. The Case Portal page opens. To go to the case you want to close, click the Title of the case. The case details page opens. Click Settings > Close Case. Select the appropriate Status and Close Comments options (defined in the Case Close settings) and click Close.Aurora: Create a support case in the community
From time to time, members may encounter issues or have queries related to your product or service and need assistance in resolving them. If you community uses a Case Portal, members with the Create new support case permission can create a new support case to address any issues, queries, or requests related to the product or service. The Support team reviews the submitted cases and assists in resolving them. Note: The Create Case option must be enabled in the Salesforce settings to view this option in the Case Portal. To create a support case: Sign in to the community as a member withCreate new support case permission. Open the Account menu and click My Support Cases. Note that you must have the Read and reply to own support cases permission to view this option. The Case Portal page opens. Click Create Case. The editor window opens. Enter the Title of the case and Describe the issue. (Optional) In the Attachments, click Add an Attachment to attach a file. Click Submit. Update support case You can update an existing case to provide additional information, track progress, or address ongoing issues. Note that the Case update option must be enabled in the Salesforce settings to view this option in the Case details page. To update a support case: From the Case Portal, go to the case you want to update. From the case details page, click Settings > Update Case. The Update Case window opens. Update the required fields and click Save.
