Big changes coming to Salesforce Web-to-Lead and Web-to-Case on April 20, 2018

Salesforce has announced that as of April 20, 2018, all web-to-lead and web-to-case endpoints will need to be updated. The impact of this change is broad and wide-reaching across tens of thousands of Salesforce customers. If your website is using the web-to-lead (W2L) or web-to-case (W2C) methods to submit new leads or cases from your website to Salesforce, you must make changes to your form setup prior to April 20 in order to avoid losing every lead and case submission until a fix or replacement is implemented.

Avoid losing leads

Lunar held a webinar on April 11th, 2018 which helped explain why this is a big deal, what your options are, and provide a course of action along with detailed instructions on how to avoid an impact to your customer’s lead and case submissions.

 

View a replay of our webinar here or view the slides from our presentation here.

Do you know if you are using either of these methods on your website? Marketing teams may be working with the same website to Salesforce integration for years and have no idea whether or not web-to-lead or web-to-case are currently being used. This is even more dangerous because if you don’t know, you cant take the necessary steps to update these setups and continue uninterrupted lead and case flow.

To see if you are using one of these methods, check the HTML on your form pages for a form action that points to a URL that includes www.salesforce.com. Resolving this issue requires going into your HTML and changing URL endpoints.

This change by Salesforce surfaces many of the other issues with web-to-lead and web-to-case and is a great opportunity for you and your organization to consider an alternative method to get leads and cases from your website into Salesforce.

Should you be using Web-to-Lead or Web-to-Case?

This is a good opportunity for you to evaluate whether or not you should continue using these two methods to capture form data from your website and submit it to Salesforce.

Are you aware that a lead is lost if someone submits an email address or phone number that doesn’t fit the standard format? Leads are also lost if your Salesforce setup requires specific fields to be filled out upon lead creation but they aren’t included in the web-to-lead setup. Last name, for instance, is required by default. If your web-to-lead form isn’t submitting that field, your leads enter a black hole and you can never retrieve them.

Did you know that you are limited to only 500 submissions in a 24-hour period? If your website gets spammed, you could potentially lose visibility to legitimate inquiries.

What if you want an email every time a lead gets submitted under certain conditions, you want to know which marketing campaign the lead came from, or you want to route leads to Salesforce under certain conditions, but to an email address or to Slack in other conditions? None of this is possible with Salesforce web-to-lead.

Along with the above, there are many other limitations to the functionality of web-to-lead and web-to-case. That’s why we created Shuttle.

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