January 24, 2011 4 Comments
We have a process by which large customers are vetted to make sure they’re following all of our best practices. We use Cases for this work. A case is created automatically and our team works through a series of questions with the customer, making sure everyone is on the same page. Once this is done, the case is closed. And there, my friends, is where we run into trouble.
You see, Salesforce won’t let you set the Status on the Closed Case page to “Closed” by default. This means that even if “Closed” is the only reasonable status for a Closed case, the agent still has to choose it from a picklist of 1.
Well, that’s just dumb! Here’s the Idea you can promote to make this standard functionality.
The work around is to create a custom button to default the status for you. Here’s the code:
All it does is default the status of the Case to “Closed”. That’s it! But it saves my agents (customers!) a two clicks per case. With over 1100 cases per day, that’s a lot of clicks!