Gravatar for nemmett@financialforce.com

Question by nick emmett, Aug 25, 2016 11:19 AM

Case Creation in Salesforce Community Cloud - Best Practices

So I'm just beginning to work in the Case Creation Lightning Component in to my Napili template and am just looking to see what sort of best practice is out there from the community. For example:

If you show your members their Case List - how do you then link them to the CaseCreation page? What's the best way to do this?

Also, I read in the help guide that your picklists can influence what gets seen in a following picklist - how do you do this? For example - I have a Product picklist that I want to influence the following Product Area picklist, so that it only shows options from the product picked in the first one.

Thanks in advance :)

1 Reply
Gravatar for erocheleau@coveo.com

Answer by Etienne, Aug 25, 2016 12:24 PM

In your Community Builder, you can add and remove components from pages. The best way to link your users from your Case List page would be to insert a button that links to the Contact Support page.

I do not see anywhere that our picklist can influence each other, could you point me to the help page where this is mentionned? Usually each picklist is independant and influences the search results presentent in the Deflection section (the right side) but do not influence other picklists.

In order to influence another picklist you would need to build custom code to change the possible values of picklist #2 with the possible values according to picklist #1.

A picklist generated by the Case Creation interface will be rendered in the dom and the possible list of values should be easy to find. So you could build a solution that edit those values dynamically based on a value selected in another picklist.

Gravatar for nemmett@financialforce.com

Comment by nick emmett, Aug 26, 2016 6:03 AM

Thanks for the reply @erocheleau - I read it in the online help at this link: https://onlinehelp.coveo.com/en/cloud/creatingacasecreationpage.htm

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