Taking Ownership – Leads & Cases

Leads and Cases are special things in Salesforce.  They are transactions between your organization and the outside.  In the case of Leads, they are potential business.  In the case of Cases, they are existing customers (usually), asking for help.  Once they are moved through a defined business process they are closed.

Users who are handling Leads and Cases are usually pressured to move through them as quickly & efficiently as possible while being informative and helpful.  This means that these folks are especially grateful when you can automate away extraneous clicks.  Here is one such click-saving idea:

Create a custom Detail Page button which has the following code:

  • Cases:    /{!Case.Id}/a?newOwn={!User.Name}&save=x&retURL=%2F{!Case.Id}
  • Leads:    /{!Lead.Id}/a?newOwn={!User.Name}&save=x&retURL=%2F{!Lead.Id}

I named my buttons “Take Ownership”, but you can call them whatever you’d like.

When someone clicks the button, the owner of the record is changed to that user.

Here is a screenshot of the settings for the Case button:

Case custom button setup

Caveat: This type of URL hacking is entirely unsupported by Salesforce.  They can change URL structures at any time. They never have, but know that this is a risk.

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