Salesforce Customer Contact Requests – A Step by Step Guide

Salesforce Contact Request

Salesforce Customer Contact Requests is another cool feature to enhance your customers experience in dealing with your company. It lets your customers submit a request for someone to get back to them. This way, there is no need for the customers to call your company, be kept on hold and wait endlessly. You can now flip it on its head call them up instead. All they have to do is fill out a form online and submit.

You can think of Salesforce Customer Contact Requests as a light-weight version of Cases. It can be related to other records. Use ‘Requested By’ field to relate to people, such as Leads, Contacts and the ‘Related To’ field to connect to Account, Case, Opportunities, Work Orders, and Custom Objects.

The beauty of this feature is the ease of implementation. With guided set up you can have this up and running in less than 15 minutes. Literally.


This feature can be implemented in Communities (authenticated and unauthenticated i.e. public) and/or Interactive Voice Response (IVR) systems. For IVR systems, you need to work with your Open CTI vendors. Once configured, give your agents appropriate access to Contact Request Object and Tab. You can also route them with Omni-Channel by editing its queue to include Contact request object.

Setting up Salesforce Contact Request in Community is a painless effort with this step-by-step guide, that won’t take more than 15 minutes of your time. This guide covers:

  • Create Contact Request Flow
  • Add Contact Request Flow to Community
  • Allow Guest Users to Submit Contact Requests
  • Test Contact Requests

NOTE: Certain sections of the guide will appear as locked in the free preview. You can download the unlocked version of the guide in PDF format by subscribing to our “All Access” Pass through the link below.

Not an “All Access” Pass Member Yet?

Get Download Access to this & 150+ More Step-by-Step Guides with “All Access” Pass. A simple and single plan to access our entire library of courses, guides, workshops & masterclasses on Salesforce.

References & Useful URLs

4 thoughts on “Salesforce Customer Contact Requests – A Step by Step Guide”

Leave a Comment

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Scroll to Top
Introducing All Access Pass