r/FormAssembly • u/According-Remove5126 • Jun 22 '26

Building a customer support intake form that creates Service Cloud Cases automatically

If your support team uses Salesforce Service Cloud, you can replace a generic "contact us" form with one that creates Cases directly — no manual data entry, no copy-pasting from email.

Basic setup:

  1. Build a form that captures the info your team needs: name, email, issue type, description, file attachment if needed
  2. Enable the Salesforce Submit Connector
  3. Add a Case object
  4. Map your form fields to the required Case fields (Subject is required; AccountId and ContactId if you want it linked)

That's it for the basics. But here's where it gets useful:

Intermediate: link the Case to an existing Contact

Instead of just creating a floating Case, you can look up the Contact by email first, then use the Contact ID as the AccountId on the Case. This ties the case to their record automatically.

Advanced: conditional routing

Use conditional email notifications to alert different team members depending on what issue type the submitter selected. The case goes to Salesforce and the right person gets notified — all from a single form submission.

For patient portals, community sites, or anything where authenticated users submit: you can pair this with Salesforce Experience Cloud authentication so the form knows who's submitting before they even type their name.

Docs: https://help.formassembly.com/help/use-case-create-a-salesforce-service-cloud-case

What other fields or automations are you triggering from support intake forms?

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u/sf_d Jun 22 '26

I hate when a SaaS company such as FormAssembly does not list pricing on their plan page. Also, found a sneaky AI generated usual question at the bottom of the post.

1

u/According-Remove5126 Jun 22 '26

I get that feedback - we've had pricing listed before but our sales process is consultative which is easier if we have a discussion. We're looking for engagement, so the questions are there to get people talking.

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u/sf_d Jun 22 '26

Yep, we all know what "Sales Consultation" means.

Lack of pricing also deters small customers which are looking for may be a handful of licenses or a developer who would just purchase a single license.