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
- 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.
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
