how to create a case on salesforce

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How to Create a Case in Salesforce – A Step-by-Step Guide for Beginners

Introduction.

Welcome to our blog post on creating cases in Salesforce! In this post, we will explore the case management system provided by Salesforce, understand the importance of efficient and accurate case creation, and provide a step-by-step guide to creating cases in Salesforce. Whether you are new to Salesforce or looking to enhance your case creation skills, this blog post is here to help you.

Understanding Cases in Salesforce

Before we dive into the case creation process, let’s first understand what a case means in the Salesforce context. In Salesforce, a case represents a customer’s inquiry, issue, or complaint. Cases play a crucial role in customer support and issue resolution, as they enable businesses to effectively track, manage, and resolve customer concerns.

Utilizing Salesforce’s case management system offers several benefits. It provides a centralized platform to record and track customer cases, allowing better collaboration among customer support teams. Moreover, it enables businesses to measure customer satisfaction, identify recurring issues, and ensure timely resolution.

Preparing to Create a Case

Before you start creating a case in Salesforce, there are a few things you need to do to ensure a smooth process. First, familiarize yourself with Salesforce’s user interface, as it will be the primary tool for creating and managing cases. Take some time to explore the different features and navigation options available on the platform.

Next, gather all the necessary information required for case creation. This may include customer details, such as name, contact information, and account information. Additionally, ensure that you have the required permissions and access to create cases in Salesforce. If you encounter any issues with permissions, reach out to your Salesforce administrator for assistance.

Step-by-Step Guide to Creating a Case

Now that you are ready to create a case, let’s walk through the step-by-step process. Follow these instructions to ensure accurate and efficient case creation:

Step 1: Navigating to the Case Object and Layout

To begin, navigate to the “Case” object in Salesforce. This can usually be found in the navigation menu or on your home page, depending on your Salesforce setup. Once you have accessed the Case object, ensure that you are using the appropriate layout for case creation and management.

Step 2: Understanding Case Fields and their Significance

Before entering the case details, it’s crucial to understand the significance of various case fields:

• Priority, status, and case origin fields: These fields help prioritize and categorize cases based on urgency and origin.
• Contact and account fields: These fields associate the case with the relevant contact and account in Salesforce.
• Description, subject, and case comments fields: These fields allow you to provide a detailed description of the issue or complaint and any additional comments or updates.

Step 3: Entering Case Details and Relevant Information

Now that you understand the significance of the case fields, it’s time to enter the case details. Follow these guidelines for entering accurate and relevant information:

• Inputting customer information: Fill in the contact and account fields with the appropriate customer details. This will ensure that the case is associated with the correct customer record.
• Describing the issue/complaint accurately: Provide a comprehensive description of the issue or complaint. Include any relevant details or steps that led to the problem. This will help the support team understand the concern better.
• Attaching relevant documents or screenshots, if necessary: If the case requires additional documentation or screenshots, attach them using the appropriate field in Salesforce. This will provide the support team with visual context for better troubleshooting.

Step 4: Associating the Case with the Correct Account or Contact

Ensure that you have correctly associated the case with the relevant account or contact. Double-check the contact and account fields to avoid any inaccuracies or associations with the wrong individual or organization.

Step 5: Assigning Ownership and Setting Case Priority

Assigning ownership and setting the case priority are crucial steps in case creation. Assign the case to the appropriate user or team responsible for its resolution. Additionally, set the priority based on the urgency and impact of the case. This will help streamline case assignments and prioritize high-priority issues.

Step 6: Saving and Submitting the Case

Once you have filled in all the necessary details, save the case. Review all the information entered to ensure accuracy. If everything looks good, submit the case. Salesforce will then create the case and assign it to the designated owner. Congratulations! You have successfully created a case in Salesforce.

Managing and Tracking Cases

After you have created a case, it’s essential to effectively manage and track its progress. Salesforce provides several features to help you with this:

• Accessing and reviewing created cases: Use Salesforce’s case list view or search functionality to access and review created cases quickly. This will allow you to stay updated on the status of each case.
• Updating case statuses and ownership: As the case progresses, update its status to reflect the current stage of resolution. Additionally, if ownership needs to be transferred, use Salesforce’s case assignment feature to reassign the case to the appropriate user or team.
• Adding comments and attachments to cases: Keep the case record updated by adding relevant comments and attachments throughout the resolution process. This will provide a comprehensive history of the case for future reference.
• Utilizing case queues and assignment rules: Salesforce’s case queues and assignment rules are powerful tools to streamline case management. Assign cases to specific queues or set up rules to automatically assign cases based on specific criteria, such as case type or priority.

Best Practices for Efficient Case Creation

Creating cases efficiently is essential for effective customer support. Here are some best practices to optimize your case creation process:

• Ensuring consistent case creation and data entry: Establish standardized procedures for case creation and enforce consistent data entry practices. This will improve data accuracy and make case management more efficient.
• Utilizing case templates for common issues: Identify recurring or common issues and create case templates for them. This will save time and streamline the case creation process.
• Streamlining case creation through automation: Leverage Salesforce’s automation features, such as process builder or flow builder, to automate certain aspects of case creation. This will reduce manual effort and improve overall efficiency.
• Training and empowering customer support representatives: Provide comprehensive training to customer support representatives on the case creation process. Empower them with the knowledge and tools necessary to create cases accurately and efficiently.

Troubleshooting and Common Issues

While creating cases in Salesforce, you may encounter a few common issues. Here are some troubleshooting tips to overcome them:

• Addressing errors during case creation: If you encounter any errors during case creation, double-check the entered information for accuracy. Ensure that all required fields have been filled correctly.
• Handling duplicate cases and merging them: Duplicate cases can sometimes occur. If you come across duplicate cases, merge them to prevent confusion and ensure streamlined case management.
• Resolving issues related to case assignment and ownership: If you face any challenges related to case assignment or ownership, reach out to your Salesforce administrator for assistance. They will be able to help you troubleshoot and resolve such issues.

In conclusion, mastering the process of creating cases in Salesforce is crucial for effective customer support and issue resolution. By following the step-by-step guide and implementing the best practices mentioned in this blog post, you can efficiently create and manage cases in Salesforce. Explore and experiment with Salesforce’s case management features to optimize your customer support process and ensure customer satisfaction.

Related articles:

• Step-by-Step Guide to Create a Case in Salesforce – Boosting Your Sales Efficiency
• Mastering Salesforce Assignment Rules – Simplifying Lead and Case Distribution
• Mastering Salesforce Case Fields – A Comprehensive Guide for Sales Success
• Unlocking the Power of Salesforce – A Step-by-Step Guide to Setting Up and Optimizing Your Free Account

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About 15 mins

Create Case Queues

Create a case assignment rule, test the case assignment rule.

• Challenge +100 points

Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

• From Service Setup, enter Queues in the Quick Find box and select Queues .
• Click New  and complete the queue details.
• Label: Product Support Tier 1
• Queue email: [email protected]
• Supported Objects: select Case and click Add .
• Queue Members: Click  User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
• Click Save .
• From the Queue   page, click New  and complete the queue details.
• Label:   Product Support Tier 2
• Queue email: [email protected]

Now, create the Inquiry queue for inquiry cases.

• From the Queues page, click New .
• Enter the queue details.
• Label: Inquiry
• Queue Email: [email protected]
• Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

• From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
• Click New  and enter the rule details.
• Rule Name: Standard Case Assignment
• Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

• Click the Standard Case Assignment link.
• Under the Rule Entries, click New  and enter the details.

• Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

• Enter the details.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

• Enter Support Settings in the Quick Find box and select Support Settings .
• Click Edit .

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

• Click the Contacts tab.
• Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
• In the Cases   related list, click New .
• Select a record type: Product Support .
• Click  Next  and enter the case information.
• Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

• Salesforce Help: Rules
• Salesforce Help: Create Queues
• Salesforce Help: Set Up Assignment Rules
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Case creation, the four ways a salesforce case can be created. jun 25, 2021 • knowledge, information.

Enterprise Salesforce Services

Case is a Salesforce object that captures pertinent information on an inquiry or issue. There are 4 ways to create a case.  

• Part 1 - Create a Case in Salesforce
• Part 2 - Create a Case from an email (EGA or non-EGA)
• Part 3 - Create a Case from an email (non-EGA)
• Part 4 - Email-to-Case: all emails to an EGA create a case

• Case Contact = sender of the email
• Case Subject = email subject
• Case Description = body of the email
• Case Owner = your unit's queue
• Case Origin = Email

• Case Owner = your name.

• Name your rule: "Create case"
• Add a condition: Apply to all messages (located at the bottom of the list)
• Add an action: Redirect to: your redirect email address

7. Leave "Stop processing more rules" checked.  Click Save . 8.  Once this rule is created, a  Case will be created in your unit's Salesforce queue for every new email that is sent to your office EGA.

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How to Create a Case in Salesforce

There will be times, we all need to  create a case in Salesforce . And here, I will explain how to create a case in Salesforce. We will also discuss,  how to make a case in Salesforce .

Recently, I was working in  Salesforce , where we got a requirement to create a case in Salesforce. So, in this blog, I will also explain, how to make a case in Salesforce.

• What is the case in Salesforce?
• How to create a case in Salesforce
• How to create a case in Salesforce lightning
• How to create a case in Salesforce Classic
• How to make a case in Salesforce
• How to set up a case in Salesforce

Table of Contents

What is a case in Salesforce?

In Salesforce cases the substructure of the service cloud and it is used to trace customer injuries and issues. The case is usually used to trace and control issues, questions, and feedback from customers.

The new cases are allocated to the case team and the support agent and they can be created, by the support representative, the customer itself, and from a web form on our website.

The cases permit us to interact with the customer by simply sending or receiving the emails in one location and it responding with the knowledge items or solutions more expertly.

Sysco Pvt Ltd is a company based in Hoston, Texas, USA. It might create cases that are the substructure of the service cloud and these cases are used to trace and control issues, questions, and feedback from customers.

So, with this, we understand What a case in salesforce. Further, we will learn  how to create a case in salesforce .

Read How to create list view in Permission Set Salesforce

The case is usually used to trace and control issues, questions, and feedback from customers. The new cases are allocated to the case team and the support agent and they can be created, by the support representative

Here we understand how to create a case in salesforce. So, if you want to learn how to create a case in salesforce follow these steps:

• Login into the salesforce account, click on the App launcher, and then click on the Sales that is present inside the App launcher.
• After clicking on Sales, there is a nav bar where all the objects are present. Here we are selecting the case object.
• After selecting the case object, the case object page is open then click on the new option.
• Enter the contact name, account name, status, priority, and case origin, and give the subject and description for a case.
• Click on save or save and close, save and New, check spelling and close.
• For click on save, the case will be saved, and then click on save and close, and the case is saved and the page is closed.
• After that click on save and new, the case is saved and the new case page is opened.
• After clicking on check spelling and close, the case spelling is checked and the page is closed.
• After that click on the cancel button, to cancel the created case.

Now, let’s move ahead and see how to create a case in Salesforce. We will explore both the salesforce experiences: Salesforce lightning and Salesforce Classic.

Above, we explain how to create a case, But now we see how to create a case in salesforce lightning. So for this, login into the salesforce lightning account.

So, if you want to learn how to create a case in salesforce lightning follow these steps:

Step-1: Login into the salesforce account, click on the App launcher and then search the sales in the Quick Find Box after that click on the Sales that is present inside the App launcher.

Step-2: After clicking on Sales, there is a nav bar where all the objects are present. Here we are selecting the case object.

Step-3: After selecting the case object, the case object page is open then click on the new option.

Step-4: After clicking on the new option, enter the contact name, account name, status, priority, and case origin, and give the subject and description for a case.

After filling all the information, now click on save or save and close, save and New, and close.

Step-6: After clicking on the save option you can see that the case and case number are created and seen on the salesforce page.

This is how we understand how to create a case in salesforce lightning. Further, we will learn  how to create a case in salesforce Classic .

Read How to create a list view in Salesforce

Above, we are creating a case in salesforce lightning. Here we are creating a case in salesforce classic. So, if you want to learn how to create a case in salesforce classic follow these steps:

Step-1: Login into the salesforce classic account, then click on the setup and select the case object that is present in the nav bar.

Step-2: After selecting the case object, the case object page is open then click on the new option.

Step-3: After clicking on the new option, enter the contact name as Maria Reinger, account name as Lind, Schiller and Haag Fabric Mender Corp of America, status as New, priority as Medium, and case origin as Email, and give the subject and description for a case.

Here we are clicking on the save option from which our case will be saved.

Step-4: Clicking on the save and close option, the case is saved and the page is closed.

Step-5: Clicking on the Save and New option, the case is saved and the new case page is opened.

Step-6: Click on the cancel button, to cancel the created case.

Step-7: After clicking on the save option you can see that the case and case number are created and seen on the salesforce page.

In this way, we understand how to create a case in salesforce classic. Further, we will learn how to make a case in salesforce.

Read How to create list view in community Salesforce

Here we are creating a case in salesforce. So, if you want to learn how to make a case in salesforce follow these steps:

Step-1: Login to the salesforce account, click on the App Launcher then select the view all option.

Step-2: After selecting the view all option, the app launcher page is open select the items inside this page. Here we are selecting a case object.

Step-4: After clicking on the new option, enter the contact name as John Willms, the account name as USAtheron42, status, priority, and case origin, and give the subject and description for a case.

So, with this, we understand how to make a case in salesforce.

Read How to Add Tab on Activity Tab in Salesforce

Here we set up a case in salesforce. So, if you want to learn how to set up a case in salesforce follow these steps:

Step-2: After selecting the view all option, the app launcher page is open there is a search and app or items search box option. Here we can search the case object.

Step-3: After searching the case object in the search box you can see that the case object is shown under the all items.

Step-4: After selecting the case object, the case object page is open then click on the new option.

Step-5: After clicking on the new option, enter the contact name as Sarah Jacobs III, the account name as Roberts and Erdman, status, priority, and case origin, and give the subject and description for a case.

This is how we understand about how to set up a case in salesforce.

In this tutorial, we have learned  how to create a case in salesforce , and also we have covered how to make a case in salesforce. This can be performed on both salesforce lightning and salesforce classic.

You may like the following salesforce tutorials:

• How to Avoid Creating Duplicate records in Salesforce
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• Create Report on Duplicate Records in Salesforce
• How to Change Timezone in Salesforce
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I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us .

How To Create A Parent And Child Case In Salesforce

• Post author: Cloudanalogycrm
• Post published: May 23, 2022
• Post category: Salesforce
• Post comments: 0 Comments

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What is the Parent-Child Case in Salesforce?

When a case is related to a parent case, it means a connection between cases. The relationship can be a grouping of comparative cases for simple tracking or a division of one case into numerous cases for a resolution by users. You need to use a Screen Flow that helps the users. Let’s first discuss what a screen flow is.

What is a Screen Flow?  

A screen flow creates multiple cases and creates a parent-child structure. This Screen Flow is somewhat muddled because it contains four unique situations later after clients enter the case data, which are:

• Create Parent Case / No More Case
• Create Parent Case / Add Another Case
• Create Child Case / No More Case
• Create Child Case / Add Another Case

There are two methods for planning the flow: make 3 Decision components with two results each or 1 Decision component with four results. Here, we will utilize 1 Decision with four results to clarify the flow more effectively. 

In this post, we will discuss the steps to create the flow. 

Steps To Create The Flow

• Go to the gear icon and click on Setup.

• Go to Quick Find Box, Search “Flow,” and select “Flows.” 

• Once you click on New Flow, Select Auto launched Flow (No Trigger) and clicked on the Next button.

• Create Record-Id Variable: Because the flow will dispatch on Account and it is necessary that all the cases ought to be connected to it, we make a record-Id variable to bring the Account data.

• Create a Case Record Variable as Placeholder: We will utilize this case record variable to store the user input and make the parent or child cases using this variable.

• Create a Counter Variable: We can create a counter variable to track the many cases we have made; once a case is added, we add one to the counter.

• Create a Formula to show the Parent or Child. (Optional): If Counter is one, we are creating the parent case. Otherwise, it will be a child case; We can put this formula o the screen element, so your users can be reminded of what types of cases they are creating.

• Use Assignment to add Constant Values: If all cases should share the same values for some specific fields(example. AccountId), assign them first before the screen element.

• Add the Screen for “Create Case.”: Utilize the fields feature and add the case record variable. Drag the fields you need the users to fill in. Add another checkbox-Create More case to let users decide whether another case is required. Use the Counter and formula resource to create a user-friendly title. Finally, uncheck “Previous” to prevent errors.

• Add Decision with Four Outcomes: We have four different outcomes based on the illustration. Write the conditions for each outcome using the Counter and the “Create More Case” checkbox. Use the default outcome for the last one.

• Create Parent Case -> End: If it is the first case and no more case is needed, use create Records and the Case record variable to generate the parent case.

• Create Parent Case -> Continue: Even though we will create more cases, we still need to create this case first since we need the parent case ID. This is the clone of step 11.

• Create a Text Variable to Store Parent Id: Once the case is created, the Id field for the case record variable will be populated. But since the case record variable that we made from step 5 will be overwritten again and again, we need to save the first Case Id with another variable. This will be considered as the Parent Case Id.

• Save the Parent Id: As mentioned in the previous step, update the text variable with the Case Id from the case record variable.

• Counter add one and link back to the Screen: Add one to the Counter, so the flow knows we create Child Cases after the first case.

(Note: You can combine this into step 14 and link step 11 back to the screen).

• Update Parent Case Id: If outcome three is reached, the user has finished the screen for another time, and the Case record variable is updated to the newest case. The only thing we need to do is update the Parent Id using the text variable we created. It is also recommended to clean up the Case Id.

• Add Child Case to the Collection: Add the current Child case to the collection.

• Counter add one, and Link Back to the Screen: Link step 18 to step 15. Add one to the counter, so the flow knows we are creating Child Cases after the first case.

(Note: You can combine this into step 18 and link step 18 back to the screen).

• Update Parent Case Id: Use the text variable we created to update the Parent Id and clean up the case Id.

• Add the Current Child to the Collection.

• Create all Child Cases: Since no more case is needed, we can create all the child cases using the collection variable. The flow ends here.

• Save & Activate the Flow.

• Create an Action on Account Object.
• Go to Object Manager, click on the quick find box, and search for the “Account” object.  
• Click the  Account Object and Go to “Buttons, Links, and Action.”
• Click New Action Button.

Create an action with the Screen flow that we just created and activated. Remember to put it on the Page layout!

> Here is the Demo Video of the above Flow:

Conclusion 

Cases are known as the remarkable tool in Salesforce used to interact with customers and solve their problems seamlessly. It keeps a log of customer issues, displays a complete view of the customers, and much more all in one platform. A case hierarchy shows cases related to each other via the Parent Case field. In the case hierarchy, child cases are indented to indicate that they are related to the parent case above them.   Would you like to hire the best CRM consulting partn er to get the most out of your CRM investment? At Cloud Analogy, we offer CRM consulting services to support your comprehensive sales, marketing, and customer service needs. Contact us today !

Nitish Bhardwaj

Salesforce principal consultant | chief information officer, you might also like, 5 reasons why partner communities are important to your success.

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Setup Email-to-Case in Salesforce

• Jan 4, 2024

20 Comments

In this post, we will learn about what email-to-case is, how to setup email-to-case in Salesforce, On Demand email to case and the limitations of email to case in Salesforce.

What is Email-to-Case?

Email-to-Case enables us to automatically create cases and auto-populate case fields when customers send messages to the email addresses you specify. Email-to-Case on-demand service keeps email traffic outside your network’s firewall and refuses emails larger than 25 MB.

Key features and benefits for Email-To-Case

• Customer responses regarding a case are automatically associated with the original case, including any attachments the customer sends.
• Case reporting measures both inbound and outbound emails by case to see how many emails are exchanged before an issue is resolved.
• Routing addresses allow you to create multiple email addresses from which the contents of customer emails can be converted to case fields.
• Assignment Rules, Escalation Rules, Workflow Rules, and Auto-Response Rules all work seamlessly with Email-to-Case.

Setup Email to Case in Salesforce

Let’s see a Step by Step process for setting up Email-To-Case in Salesforce.

1. Enable on Email-to-Case

The first step to configuring email-to-case is to enable it. Follow the below step to enable the email-to-case in salesforce.

• Click on Setup and then enter Email-To-Case in Quick find .
• Then, Select Email-to-Case and click on the edit button.

• Select Enable Email-To-Case and On-Demand Service then click on Save .

2. Routing Addresses for Email-to-Case

• Click on the New button from the Routing Addresses related list.

• Provide all required fields and configure verification email and case settings .
• Then click on Save .
• Once done then, Salesforce will send you one email to your Email Address to verify the email ID.

• Salesforce.com will automatically create the email id like below for you

3. Setting Up Routing/Forwarding Rules

Now it is time to configure our email forwarding setting at our outlook, Gmail, or email provider. Configure your email system to forward messages received at  [email protected]  to auto-generated service addresses.

As we are using Gmail for the demo. User Gmail Article for Automatically forward Gmail messages to another account .

• Login to your Gmail id and then click on the setting icon.
• Then Click on Forwarding and POP/IMAP tab.
• Then click on the “Add a forwarding address” button.

• Add forwarding address as email provided by Salesforce.

• Once you add email. It will show a confirmation screen saying forwarding email to auto-generated Salesforce email-to-case email ID.

• When a verification code is sent to Salesforce Email-To-Case address. Then a new case will be created in Salesforce. Open the Salesforce case and copy the confirmation code. This means our email-to-case is working :).

• Now it is time to add the Confirmation code in Gmail and click on verify button.

• On the last step is select Forward a copy of incoming email Email-To-Case email and click on Save Changes .

Congratulation this time we are all good to test our hard work.

4. Test Email-To-Case

• Now it is time to test our email-to-case flow. Send an email to your support email “ [email protected] “.

• Now check in the Salesforce case tab for a new case record.

Some important Functionality

• It automatically populates the contact and account if the contact is in Salesforce with the same from email address.
• If contact is not available with the Same email id then the contact and Account field will be blank on the case object.

Email-to-Case Limitation and Considerations

How Email-to-Case Treats Long Emails : Email-to-Case automatically shortens email headers and email body text to 32,000 characters each. Contact Salesforce if you’d like your organization’s email body text limit raised to 131,000 characters.

How Email-to-Case Treats Inbound Auto-Response Emails : Inbound auto-response emails from Salesforce aren’t attached to cases.

Tips for Sending Emails : When sending an outgoing email, the subject line and body should be different. If the Email Subject and Email Body Text are identical, Email-to-Case creates an infinite loop of emails related to each case.

Email to case Video

Set up Email-to-Case to efficiently resolve customer email inquiries. When customers send messages to your support email addresses, Salesforce automatically creates cases and auto-populates case fields. You can also perform these steps by completing the Connect Your Support Email guided flow.

Amit Chaudhary

Amit Chaudhary is Salesforce Application & System Architect and working on Salesforce Platform since 2010. He is Salesforce MVP since 2017 and have 17 Salesforce Certificates.

He is a active blogger and founder of Apex Hours.

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Thanks again Amit!

Another great article once again. This was very helpful and I appreciate how you keep the topics fresh.

Thanks, Paul

Glad you like it. I hope you are able to implement email-to-case in salesforce

Inbound Auto-Response Emails : we are facing a challenge for Inbound Auto-Response Emails . It is creating case for UNDELIVERABLE Emails as well. Please suggest .

Yes OOB email-to-case setting creates the case with a blank account and contact.

Thanks you so much for sharing an affecting method. It will be helpful for You have written very Good Post Man

Glad you like our email-to-case post.

Hi, We have a Email to Case setup that was working perfectly fine. All of a sudden the email to case is assigning the first contact in the contact list to the new cases. what could be the reason for this. We had a flow but its been disabled.

Hi Amit, Thanks for this useful article.

I have a question: if I implement the Messaging.InboundEmailHandler instance, what happened with the already implemented Email-to-Case? Thanks, Pedro

Can we setup different auto response for different email-to-case/email address setup?

Is there any way to map Case fields in more readable format and more structured way in EMail to Case functionality as it is known that for example – Case description looks very cluttered whenever the text is quite long and it becomes difficult for user to read many a times

The headers on the final table are the other way round. Email-to-case doesn’t require additional software downloads. The documentation was always very confusing regarding the size of the message.I was never sure if the refer to the inflated size or not. It looks like the total size was increased recently to 35MB https://help.salesforce.com/s/articleView?id=000386265&type=1

how to capture sender’s email address in case

You have Out of box field Web email(Supplied email)on case object

1field on case object Web email there you can get sender’s email address

Hi Shital, I am getting “To email address” in Web email(Supplied email) instead of “Customer email(from email address)”. Do you know why this is happening.

When case is created from email to case ,If conatct email exist in org then it will map the contact and suppose that contact is changed ,,not changing the email To address under activity Tab in salesforce.

I have custom automation to create new related case if customer sent an Email over old case email communication after old case got Archived/Locked. So I populate the old case communication in the description of new case but I want to populate this on Email section of new case also, Anyone please help

How to configure Company MS outlook functional mailbox to forward the incoming emails to Salesforce email service address

I am getting a disclaimer along with my email body in description field. Can you help in getting only the email body in description field.

How do I capture bcc address from email to case. When ever I sent an email by keeping cc and bcc. Cc address is capturing but not bcc. Can anybody pls help

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Home » Video » Mass Create and Update Records in a Few Clicks | How I Solved It

• Mass Create and Update Records in a Few Clicks | How I Solved It

Welcome to another “How I Solved It.”  In this series, we do a deep dive into a specific business problem and share how one Awesome Admin chose to solve it. Once you learn how they solved their specific problem, you’ll be inspired to try their solution yourself! Watch how Kim Strauss built an automation for non-technical users to mass create and update records with just a few clicks.

Key business problem

The James Beard Foundation is a nonprofit, and like all nonprofits, we have a board of directors who meet several times per year. I built a Salesforce Experience Cloud site as a one-stop shop where board members could log in and access materials they needed for each upcoming board meeting. They requested to see who attended each board meeting. I wanted to make attendance very clear and easy to see in the portal. Similarly, this was a good opportunity to build a solution that would enable my colleague to track RSVPs leading up to the meeting and then confirm attendance afterwards. I decided to create a screen flow using a data table component that would allow the user to see all board member contacts and mark whether they planned on attending the meeting or not, thereby creating multiple related records in one shot.

Here’s how I solved it

We already had a custom object called Board Meeting where each record represented an individual meeting. I created another custom object called Board Attendance which had three fields: a lookup to the Board Meeting, a lookup to the Contact object, and a picklist called RSVP Status.

I created a screen flow and embedded it on the Board Meeting record page. It presented two options to the user: “Take Attendance” or “Update Attendance”. The former option would be used to track RSVPs leading up to the meeting and would create Board Attendance related records. The latter option would be used after the board meeting to update the Board Attendance records based on their actual attendance.

If the “Take Attendance” option was selected, the screen flow shows a data table with all of the contacts marked as Board Members. The user could select multiple contacts and then select an RSVP Status (picklist) to assign to all of the selected contacts. Then, voila! Multiple Board Attendance records would be created in just a few clicks. The user would continue this process of selecting board members from the data table and then assign the relevant RSVP Status.

This is the front end of the screen flow where the user is presented with the two options. Once they go through the steps of the screen flow, multiple Board Attendance records are created.

When the user selects the “Take Attendance” option, the data table appears along with the picklist.

Related Board Attendance records are created without having to do a data import or manually create new records one at a time. This related list is exposed on the Experience Cloud site for board members to quickly see a list of attendees and their status.

When the user selects the “Update Attendance” option, the flow updates the existing Board Attendance records with the new picklist value.

Take Attendance path

Let’s step through the actions in the Take Attendance path.

I used a component called Quick Choice from UnofficialSF.com*, but using a radio button component was also an option. I chose Quick Choice because of the visual card interface, and the instant navigation where it proceeds to the next screen without having to press a “next” button.

*Note: Components available on UnofficialSF.com have not gone through Salesforce security review. We recommend you install these components in your sandbox and review the code in these components to ensure they adhere to your company’s coding standards before deploying them into production for use.

Use a Get Records element to retrieve all contacts that are marked as a current board member. Make sure to store “All records.”

Add a screen flow element and add the data table component. Use the results from the Get Records element in Step 2. This means that the data table will show all contacts that are marked as current board members.

Select the Manually assign variables box. Create a record collection variable called varSelected . This variable will “hold” all of the contacts that the user selects in the data table for later use.

The radio button component uses a Picklist Choice Set which pulls from an existing picklist on the Board Attendance object.

Insert a Loop element that loops through the collection variable varSelected.

Next, add an Assignment element. Create a single record variable for the Board Attendance object (varBoardAttend) . Then, assign the fields to be stamped onto the Board Attendance records along with the values.

Create a record collection variable varBoardAttendcollection and add the varBoardAttend variable. Note: We will take the records in the varBoardAttendcollection record collection variable later on to create the Board Attendance records.

It’s important to note that recordId is a text variable that captures the ID of the Board Meeting record. Once the screen flow is added to the Lightning record page, you must check the box that will pass the ID into the recordId variable.

Use a Create Records element using the record collection variable varBoardAttendcollection from the Assignment element in Step 4.

The other path of the flow is used after the board meeting has occurred. We want to confirm their actual attendance, thereby updating the related records. This time, the data table shows all of the existing Board Attendance records. The user then selects the records and updates them with a new RSVP status.

Update Attendance path

This time, we’re using a Get Records element to get the related Board Attendance records for the meeting.

Use a Decision element to determine if there are Board Attendance records (otherwise, there’s nothing to update!).

Use a Screen element that contains a data table component showing the results from the Get Board Attendance element. We’ll save the selections in a record collection variable varSelectedAttendees .

Loop through the varSelectedAttendees. Use an Assignment element to assign the new RSVP status. Create a new record single variable called varBoardAttend2 (using the Board Attendance object). Assign the recordId and the RSVP Status, and add the varBoardAttend2 record variable to the varBoardcollection2 record collection variable.

Business results

Using a screen flow with a data table component is a great way to quickly mass create related records at once. This is a huge time saver because users don’t have to create or edit records one at a time. This avoids tons of clicks! Additionally, because a screen flow is very user-friendly, the end user can complete this task at their own pace and doesn’t need to rely on an admin to create the records through an import. I always like to empower my end users to be self-sufficient whenever possible.

Do try this at home

Using the data table component in a screen flow is pretty easy to learn. In your dev org or sandbox, create a new screen flow and test out the component (under the Screen element). Remember, you’ll first need a Get Records element to have data to expose in the data table.

Another way to use a data table is to simply display data without having a user make selections. It’s a great way to show a quick list of your organization’s Top 10 Donors/Customers This Week and put it on your home page, for example, or show a list of tasks that meet certain requirements that can’t be done from a list view. The options are endless. Have fun testing and exploring!

• Salesforce Admins Blog: 5 New Videos to Help You Understand Tricky Flow Concepts
• Salesforce Help: Create the recordId
• External site: Salesforce Ben: Salesforce Datatable Flow Component: Quick Overview
• External site: Salesforce Ben: Salesforce Flow Loops — Best Practices and Examples

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Kim strauss.

Kim Strauss is a 5x certified seasoned Salesforce professional with 20+ years in the nonprofit sector. She’s passionate about using her Salesforce wizardry to solve business challenges by designing easy-to-use and intuitive solutions for users of all levels.

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Improve your customer experiences with the latest service insights.

What Is a Customer Satisfaction Survey? Importance, Types, and Tips

A customer satisfaction survey can help you get the insights you need to improve your offerings and build long-term loyalty.

Martin DuPont

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How can you find out if your customers are happy (or not) with your business? Ask them in a customer satisfaction survey.

After all, insight about the customer experience is critical. You can’t measure customer satisfaction without it. Our research finds that 80% of customers say the experience a company provides is as important as its products and services

A customer satisfaction survey helps you get candid feedback from your customers. It gives them the opportunity to share their needs, preferences, and frustrations. 

Your customer relationship management (CRM) system makes it easy to track, manage, and analyze this data in one centralized location. Your whole team has a complete picture of each customer in real time, so they know how to deliver on customer expectations. Let’s look at how you can get the most out of a customer satisfaction survey.

What you’ll learn:

What is a customer satisfaction survey, why customer satisfaction surveys are important, how to create a customer satisfaction survey.

• Types of questions to ask, plus examples

Top use cases for customer satisfaction surveys

How to use customer satisfaction surveys to your advantage, modernize your contact center.

The right mix of customer service channels and tools can help you become more efficient and improve customer satisfaction. Our guide reveals how high-performing service orgs make it happen.

A customer satisfaction survey is a tool businesses use to gather feedback from customers about their experience. These surveys typically ask customers to rate their satisfaction with a product, service, or recent interaction. 

It can also help you segment your audience in several ways, including demographic, psychographic, product/service usage, purchase habits, and overall satisfaction. This segmentation can help you personalize customer experience to meet the specific needs and expectations of different customer segments to improve loyalty and retention.

A customer satisfaction survey can be conducted through various digital channels , from chatbots to email. The questions can be structured (with predefined response options) or open-ended (where customers can provide detailed answers).

The goal is to get service intelligence from quantitative and qualitative data to learn more about the customer experience, see what’s working, and identify areas for improvement. A customer satisfaction survey helps businesses make informed decisions to enhance the customer experience. (Back to top)

Customer satisfaction surveys are a key part of understanding the customer experience . They help you measure customer satisfaction and let you know what’s working and what’s not so you can constantly improve. You can use these data insights to make better decisions on how to deliver better products, services, and experiences. 

They also help you better understand customer preferences so you can tailor your offerings and personalize their experiences. You can even find out how you stack up against your competitors.

Most importantly, customer satisfaction surveys show your customers that you care about them and their experience with your business. This helps to strengthen customer relationships and build loyalty, which can lead to increased revenue. (Back to top)

Your customer satisfaction surveys will vary depending on what your company wants to know. You may design one to get a sense of overall customer satisfaction, and another to dig into specific parts of the customer, product, or service experience. 

To save time, you can use generative AI like Einstein GPT to create surveys for you. For example, you might ask: “Write me a survey for customers who called about product x, but who have a low customer satisfaction score in the past year.” Be sure to have a human review the survey for accuracy. 

You can also use generative AI to help you decide which customer surveys go to which customers by segment. Generative AI can analyze customer data to identify patterns and preferences within different segments. For example, it can recommend that one survey be sent to customers with a past high CSAT and another for customers with a past low CSAT. Sending your survey to the right customers can improve the likelihood of getting more meaningful insights. 

No matter your objective, here’s how to set up for success:

• Define a clear purpose: Before you begin, decide what you want to know. For example, if you want to know about how easy customers find their self-service experience with your company to be, focus your questions on self-service ease of use only.
• Keep your survey short: Your customers may want to give you feedback, but if you make your survey too long or complicated, you may not get enough responses or quality feedback. Limit the number of questions — whether you use structured, open-ended, or a combination of both types. Let them know the time it will take for them to complete your survey.
• Mix quantitative and qualitative questions: Each question type provides unique insights. Quantitative questions provide numerical data that can be analyzed and measured in a customer satisfaction score (CSAT) . Qualitative data helps to explain the “why” behind quantitative. Ask your customers to rate their experience on a number scale. Finish with a question that prompts open-ended feedback, so they can explain what they mean in their own words.
• Personalize, and be specific: Our research finds that 61% of customers say most companies treat them as a number. This is where the power of your CRM and automation comes in with the ability to send personalized emails with customer names and previous interactions with your business at scale. A personal touch can bump up response rates by making your customers feel like they matter as people. This also helps to improve customer engagement and build stronger relationships.
• Choose a delivery method: Your delivery method should match your audience’s communication preferences, whether it’s voice , email, social media, or live chat. If you don’t know the best method, test different options to see which gets you the most responses.
• Timing is everything: Send your survey when the experience is still fresh in customers’ minds but gives them enough time to form an opinion. Getting in touch after an important conversation or milestone can help you gather more accurate and useful responses. Tools like Service Cloud let you automate and send responses when it matters most, so you can reach customers at the right time. It can also send a reminder to complete the survey, in case someone doesn’t respond.
• Act on feedback: The point of collecting data is to do something with it. When you make changes based on customer feedback, let them know through personalized emails, in-app notifications, or social media announcements. Showing customers how their feedback influenced change builds trust and makes it more likely that they’ll refer you to others — and respond to future surveys.
• Reflect on previous surveys: Not all surveys provide will provide the data you want. Look at past surveys to see which have worked well before and what could be improved for stronger results. (Back to top)

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Types of customer service questions, plus examples

You’re ready to create your own customer satisfaction survey. You know to include different kinds of questions depending on the type of feedback you want. But what specific approach should you take?

Your questions can range from general to specific depending on the information you’re after. For example, rating scales may help you understand general satisfaction and set a CSAT benchmark. But want to know more about customers’ experiences with specific products or product features? Consider having them tell you in their own words.

Here are 8 question types and examples to help get you started:

• Overall satisfaction: Usually, this is a rating to gauge general satisfaction with your product or service.

Example: “On a scale from 1 to 5, how satisfied are you with our product or service?”

2. Specific experiences: Learn about customers’ experience with different aspects or interactions with your business by using open-ended questions.

Example: “Please describe a recent experience you had with our customer service team.”

3. Improvement suggestions: Seek actionable feedback about how to improve.

Example: “What’s one thing we could do to make your experience with our contact center better in the future?”

4. Product usage: Understand how customers typically engage with what you offer.

Example: “How do you use our product or service?”

5. Demographics: Collect background information to better segment your audience.

Example: “Where are you located?”

6. Psychographics: Explore the attitudes and behaviors of your customers.

Example: “How much does field service sustainability matter to you? “

7. Satisfaction scale: Quantify satisfaction levels based on recent service or overall experience with your company.

Example: “On a scale from 1 to 10, with 10 being the best and 1 being the worst, how satisfied were you with your contact center experience today?”

8. Write-in: This is an opportunity for you to ask specific questions and gain a bit more context. Customers can express their thoughts freely and provide information you may not gather using other formats.

Example: “In your own words, what has your experience been like with our products?” (Back to top)

Rather than a crisis tool to solve problems after the fact, customer satisfaction surveys should be used proactively to learn about and improve the customer experience. Use them early and often to uncover valuable information at every stage of the customer journey and improve your approach to customer service. Let’s look at a few examples.

Understanding customer feedback across touchpoints

When to use: After a customer interacts with your service team or at regular intervals to measure service quality over time.

Every interaction with your business, including contact center, in-store purchase, or field service appointment, offers an opportunity to collect insights. If someone calls about a broken dishwasher, follow up with a survey. Have them rate their dispatcher experience , field service appointment, or the product itself. For a full picture, send a survey after they schedule the repair and another after it’s completed.

This approach helps you understand how satisfied customers are with different aspects of your business, from your customer service to the field service experience and product quality. It also helps identify what’s working well and what needs improvement at different stages.

Preventing customer churn and improving retention

When to use: If a customer has expressed disappointment with a product, canceled a service, or otherwise indicated they might be ready to buy elsewhere, use a customer satisfaction survey to gather feedback and fix the problem.

Surveys can be a powerful tool in identifying at-risk customers and reasons for potential churn. By asking customers about their experiences and satisfaction, you’ll uncover those who may be ready to leave for a competitor and need some extra attention.

Ask dissatisfied customers for their feedback and what could be improved for them to stay. Then, add their responses to their customer record and follow up with personalized assistance. If you have guidelines in place for retaining customers, such as personalized offers and incentives, this is a good time to use them to regain customer satisfaction and loyalty.

Identifying where you’re getting it right

When to use: After a customer has shown high satisfaction with a recent interaction or milestone in their customer journey.

While customer satisfaction surveys can show you where your customer service approach is falling short, they also point to what you’re doing right. Surveys often reveal your brand advocates — customers who are more likely to recommend you to others, speak highly of your brand publicly on social media, and make additional purchases.

Analyze positive survey responses and feedback for signals of high satisfaction. Reinforce your service team’s positive behaviors and celebrate successes all year round. You can also use positive customer interactions and feedback — examples of things you’re doing well — as training and coaching opportunities.

Testing the market for a new solution, product, for service

When to use: Before you introduce a new solution, survey high CSAT customers who are more likely provide feedback before it is launched and advocate for it when it goes into market. 

By targeting customers that have had a positive experience with your business in the past, you’re more likely to get useful feedback from them. Consider offering an incentive, like a free sweatshirt, if they participate in your survey. You can gauge interest, validate your product concept, find out what features they like, identify areas for improvement, and more. This way, you can address any issues before you launch the product, ensuring that you deliver a solution that meets customer needs and expectations.

A satisfied customer is also more likely to become an earlier adopter and an advocate for your product once it launches. They may recommend it to others through word-of-mouth referrals or on social media platforms in real time. Watch for these reviews and acknowledge their feedback right away. Be sure to ask them if they will participate in your customer reference program, as well in case studies, customer stories, and webinars. Their advocacy helps to build trust, attracting new customers and driving business. 

Evolving with customer expectations

Feedback collected from surveys doesn’t just guide your business to improving its products and services; it can also help you provide better customer service experiences. Understanding what customers value most can help you hone your process so that you evolve with changing customer preferences. Consistent feedback about customer expectations also helps your team remain agile.

If customers frequently give your company five stars, consider follow-up surveys. Ask open-ended questions to pull in information about specific parts of the experience they enjoyed and what exactly they liked. For example, if you want their take on resolving a complaint, ask what made it stand out. Detailed feedback allows you to keep delivering great experiences. (Back to top)

With customer satisfaction surveys, you don’t have to be a mind reader. By asking, listening, acting, and communicating, you build a continuous cycle for improvement. When you implement changes based on customer feedback, share those updates with your customers right away. This can help them feel valued, leading to higher loyalty and satisfaction.

Remember: customer satisfaction surveys are only as good as the data they collect. Asking the right questions, in the right way, at the right time, will increase your response rates and provide you with the right insights to act on. Show your customers you’re committed to giving them a great experience. That’s what keeps them coming back for more. (Back to top)

Looking for efficiency? Start here

See how you can help your agents become more efficient — and your customers happier. When you have an easy-to-use platform for your data, agents have all the information they need to provide the care customers expect.

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Martin DuPont is the Sr. Director of Product Marketing for Salesforce Service Cloud, showcasing how Salesforce enables smarter, more personalized customer support. As a 15-year veteran in CRM and tech, Martin specializes in cloud solutions helping companies optimize customer service through AI and digital transformation.

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News & Insights

How to Invest in OpenAI's ChatGPT (Updated 2024)

April 08, 2024 — 04:30 pm EDT

Written by Melissa Pistilli for Investing News Network  ->

OpenAI’s ChatGPT is one of the latest technological breakthroughs in the artificial intelligence (AI) space. But is there a good investment case for a technology that has become so controversial?

This emerging technology is representative of a niche subsector of the AI industry known as generative AI — systems that can generate text, images or sounds in response to prompts given by users.

Precedence Research expects the global AI market to grow at a compound annual growth rate (CAGR) of 19 percent to reach US$2.57 trillion by 2032. Just how much of an impact OpenAI’s ChatGPT will have on this space is hard to predict, but S&P Global suggested in December 2023 that the total market revenue of generative AI as a whole will see a CAGR of 57.9 percent through 2028, increasing from US$3.7 billion last year to US$36.36 billion in 2028.

“The key trend last year was the rise of generative AI, and 2023 will go down as one of the most exciting years for AI yet! With the launch of ChatGPT late in 2022, the true scale of its disruptive potential was more realized across the world in 2023,” said Naseem Husain , senior vice president and exchange-traded fund (ETF) strategist at Horizons ETFs. “Its success has sparked a wave of generative and chat AI models, from Midjourney to Grok.”

Of course, OpenAi has also generated a lot of controversy, such as fears over job destruction and targeted disinformation campaigns . And let’s not forget the odd and abrupt, however brief, ousting of OpenAI CEO Sam Altman .

Many lawsuits have emerged as well. Multiple news outlets , including the the New York Times , have launched copyright lawsuits against OpenAI, and some of the plaintiffs are also seeking damages from the private tech firm’s very public partner Microsoft (NASDAQ: MSFT ). Additionally, the Authors Guild, which represents a group of prominent authors , launched a class-action lawsuit against OpenAI that is calling for a licensing system that would allow authors to opt out of having their books used to train AI, and would require AI companies to pay for the material they do use.

With all of that said, there's still a lot of excitement surrounding generative AI technology. Many investors are wondering if it's possible to invest in OpenAI's ChatGPT, and if there are other ways to invest in generative AI. Here the Investing News Network (INN) answers those questions and more, shedding light on this new landscape.

​What is OpenAI's ChatGPT?

Created by San Francisco-based tech lab OpenAI, ChatGPT is a generative AI software application that uses a machine learning technique called reinforcement learning from human feedback (RLHF) to emulate human-written conversations based on a large range of user prompts. This kind of software is better known as an AI chatbot.

ChatGPT learns language by training on texts gleaned from across the internet, including online encyclopedias, books, academic journals, news sites and blogs. Based on this training, the AI chatbot generates text by making predictions about which words (or tokens) can be strung together to produce the most suitable response.

More than a million people engaged with ChatGPT within the first week of its launch for free public testing on November 30, 2022. Many were in awe of the chatbot’s seemingly natural language capabilities, not only in terms of understanding questions, but also because of its human-like responses. Users felt as if they were having a conversation with a human.

Besides being an excellent conversation partner, ChatGPT can write engaging short stories , develop catchy marketing materials, solve complicated math problems and even create code in various programming languages.

Based on this success, OpenAI has created a more powerful version of the ChatGPT system called GPT-4 , which was released in March 2023. It is currently only available to paid ChatGPT subscribers and Microsoft Copilot users .

This iteration of ChatGPT can accept visual inputs , is much more precise and can display a higher level of expertise in various subjects. Because of this, GPT-4 can describe images in vivid detail and ace standardized tests.

Unlike its predecessor, GPT-4 doesn't have any time limits on what information it can access; however, AI researcher and professor Dr. Oren Etzioni has said that the chatbot is still terrible at discussing the future and generating new ideas. It also hasn't lost its tendency to deliver incorrect information with too high a degree of confidence.

​What is Elon Musk's relationship to OpenAI?

DIA TV / Shutterstock

OpenAI was founded in 2015 by Altman, its current CEO, as well as Tesla's (NASDAQ: TSLA ) Elon Musk and other big-name investors, such as venture capitalist Peter Thiel and LinkedIn co-founder Reid Hoffman. Musk left his position on OpenAI's board of directors in 2018 to focus on Tesla and its pursuit of autonomous vehicle technology.

A few days after ChatGPT became available for public testing, Musk took to X , formerly known as Twitter, to say, “ChatGPT is scary good. We are not far from dangerously strong AI.” That same day, he announced that X had shut the door on OpenAI’s access to its database so it could no longer use it for RLHF training.

His reason: “OpenAI was started as open-source & non-profit. Neither are still true.”

Furthering his feud with OpenAI, Musk filed a lawsuit against the company in March 2024 for an alleged breach of contract. The crux of his complaint was that OpenAI has broken the "founding agreement" made between the founders (Altman, Greg Brockman and himself) that the company would remain a non-profit. Altman and OpenAI have denied there was such an agreement and that Musk was keen on an eventual for-profit structure.

​Is ChatGPT revolutionary or hype?

Is ChatGPT a revolutionary technology or just another hyped-up tech fad that will flop, much in the way of Google Glass or the Segway ? It may be too early to tell, but as with any new technology, there are plenty of wrinkles to iron out.

One of the most challenging bugs to fix before ChatGPT can be deployed more widely is the chatbot’s propensity to respond with “plausible-sounding but incorrect or nonsensical answers," admits OpenAI .

Remember, its selection of which words to string together are actually predictions — not as fallible as mere guesses, but still fallible. Even the latest 4.0 version is “ still is not fully reliable (it “hallucinates” facts and makes reasoning errors),” says the company, which emphasizes that users should exercise caution when employing the technology.

Indeed, ChatGPT's failings can have dangerous real-life consequences. Among other negative applications, the tech can be used to spread misinformation, carry out phishing email scams or write malicious code. What’s more, the AI-based technology is prone to racial and gender-based biases. Not only has this language learning model contributed to the human-like quality of its responses, but it has also picked up on some of humanity’s shortcomings.

“ChatGPT was trained on the collective writing of humans across the world, past and present. This means that the same biases that exist in the data, can also appear in the model,” explains Garling Wu , staff writer for online technology publication MUO, in a September 2023 article. “In fact, users have shown how ChatGPT can give produce some terrible answers, some, for example, that discriminate against women. But that's just the tip of the iceberg; it can produce answers that are extremely harmful to a range of minority groups.”

On the flip side, an August 2023 study by the University of East Anglia identified a left-wing bias in ChatGPT. Researchers at the school said their work shows that ChatGPT "favors Democrats in the U.S., the Labour Party in the U.K., and president Lula da Silva of the Workers’ Party in Brazil," according to Forbes.

There’s also the fear among teachers that the technology is leading to an unwelcome rise in academic dishonesty, with students using ChatGPT to write essays or complete their science homework.

“Teachers and school administrators have been scrambling to catch students using the tool to cheat, and they are fretting about the havoc ChatGPT could wreak on their lesson plans,” writes New York Times tech columnist Kevin Roose .

Despite these concerns, we’re likely to see new iterations of ChatGPT — hopefully without the aforementioned bugs — as OpenAI has the backing of tech giant Microsoft.

Why is Microsoft investing in OpenAI? ​

Ascannio / Shutterstock

Since 2019, Microsoft has invested at least US$3 billion in OpenAI to help the small tech firm create its ultra-powerful AI chatbot, as reported by New York Times technology correspondents Cade Metz and Karen Weise.

Microsoft announced in mid-January 2023 that as part of the third phase of its partnership with OpenAI, it will make "a multiyear, multibillion dollar investment." Although the company hasn't disclosed the total amount of its latest spend, reports at the time indicated that US$10 billion is on the table . According to a February article from Reuters , OpenAI was recently valued at US$80 billion, meaning Microsoft's US$10 billion move would be huge. However, as of late 2023 there were rumors that OpenAI has only received a fraction of that purported investment.

How could Microsoft benefit from its investment? It seems the tech giant is hopeful advancements in generative AI may increase revenues for its Azure cloud computing business, as OpenAI officially licensed its technologies to Microsoft in 2020. Indeed, Pitchbook has described the deal as an “ unprecedented milestone ” for generative AI technology.

The strength of Microsoft’s confidence in OpenAI’s Altman was definitely on display in late November, when it quickly moved him to the payroll of its advanced AI research team after he was fired from OpenAI . Barely a week passed before Altman was back at the helm of OpenAI with major board changes, including the addition of Dee Templeton , Microsoft's vice president of technology and research partnerships and operations, as a non-voting observer.

​What's the future of OpenAI and ChatGPT?

The ChatGPT 3.5 platform is free to use, and can be accessed via the web. Those with an iPhone or iPad can also use ChatGPT through an app , and an Android version launched in July 2023 . OpenAI also launched a paid subscription, ChatGPT Plus for business use , in August 2023. ChatGPT Plus gives users access to the newest iteration, GPT-4.

In addition to Microsoft's use of the ChatGPT technology as part of Copilot, other companies are working with OpenAI to incorporate the technology into their platforms, including Canva, Duolingo (NASDAQ: DUOL ), Intercom, Salesforce (NYSE: CRM ), Scale, Stripe, and Upwork (NASDAQ: UPWK ).

As uptake increases, generative AI technology is replacing humans in the workplace, and will likely continue doing so in a number of fields, from content creation and customer service to transcription and translation services, and even in graphic design and paralegal fields. However, humans are hitting back, as evidenced by recent lawsuits launched against OpenAI and Microsoft. As mentioned, a growing group of prominent authors is suing the creator of ChatGPT and its financial backer for infringing on their copyright by using their books without permission to train the language models behind ChatGPT and other AI-based software.

The New York Times has also taken a stand by taking OpenAI and Microsoft to Manhattan Federal Court.

"Defendants seek to free-ride on the Times's massive investment in its journalism by using it to build substitutive products without permission or payment," states the complaint . "There is nothing 'transformative' about using the Times's content without payment to create products that substitute for the Times and steal audiences away from it."

What about the long-term goals for OpenAI and ChatGPT? Metz of the New York Times believes the end game is “artificial general intelligence, or AGI — a machine that can do anything the human brain can do.”

In keeping with this end goal, OpenAI made a major move by acquiring an AI creative firm with a deep talent bench, Global Illumination , in mid-August 2023. "Global Illumination is a company that has been leveraging AI to build creative tools, infrastructure, and digital experiences," states OpenAI on its website .

"The team previously designed and built products early on at Instagram and Facebook and have also made significant contributions at YouTube, Google, Pixar, Riot Games, and other notable companies."

In November 2023, OpenAI decided to give customers without coding skills the ability to create customized versions of its chatbot and access to large data sets for training. “OpenAI wants people to start innovating using the chatbots and creating special chatbots,” Hod Lipson, an engineering and data science professor at Columbia University, told CNBC .

Chatbot creators will eventually have the ability to share their custom chatbots through OpenAI’s GPT Store. “They’re really trying to create a marketplace, which will allow companies and people to innovate and play around with this incredible form of AI that they’ve just unleashed,” Lipson added.

What is Google's Bard AI?

Carl DMaster / Shutterstock

While ChatGPT has been generating major buzz, it's definitely not the only chatbot out there.

Notably, Alphabet (NASDAQ: GOOGL ) subsidiary Google launched its answer to ChatGPT in March 2023. Known as Bard AI , the chatbot is built on Google’s Language Model for Dialogue Applications (or LaMDA). Google CEO Sundar Pichai has described Bard as an “experimental conversational AI service … (that) seeks to combine the breadth of the world’s knowledge with the power, intelligence and creativity of our large language models.”

As with ChatGPT, users can key in a query, request or prompt and Bard will provide a human-like response. One way in which Bard may have had a leg up on the original ChatGPT is that the latter could only use data up to 2021, while the former can access up-to-date information online; this is less relevant now that GPT-4 no longer has this limitation.

However, Bard's ability to access current data hasn’t spared it from ChatGPT’s biggest folly: confidently stating misinformation as fact. The Verge reported that when asked about new discoveries from the James Webb Space Telescope, Google’s Bard “made a factual error in its very first demo.”

In early in 2024, Google launched the latest iteration of its Bard Advanced AI chatbot with a new name, Gemini AI. The new version is powered by Google's Gemini Ultra large language model.

​Which stocks will benefit the most from AI chatbot technology?

Other than companies directly tied to generative AI technology, which stocks are likely to get a boost from advances?

There are several verticals in the tech industry with indirect exposure to AI chatbot technology, such as semiconductors, network equipment providers, cloud providers, central processing unit manufacturers and internet of things.

Some of the publicly traded companies in these verticals include:

• Graphics processing unit leader Nvidia (NASDAQ: NVDA )
• The world's largest semiconductor chip manufacturer by revenue, Taiwan Semiconductor Manufacturing Company (NYSE: TSM )
• Computer memory and data storage producer Micron Technology (NASDAQ: MU )
• Digital communications firm Cisco Systems (NASDAQ: CSCO )
• Networking products provider Juniper Networks (NYSE: JNPR )
• Semiconductor producer Marvell Technology Group (NASDAQ: MRVL )
• Cloud-computing Amazon Web Services' parent company Amazon (NASDAQ: AMZN )
• Bluechip multinational technology company IBM (NYSE: IBM )
• Major semiconducter chip manufacturer Intel (NASDAQ: INTC )

While most companies specializing in generative AI remain in the venture capital stage, there are plenty of AI stocks for those interested in the space. INN's article 5 Canadian Artificial Intelligence Stocks , ASX AI Stocks: 5 Biggest Companies , and 12 Generative AI Stocks to Watch as ChatGPT Soars includes some examples.

Investors who don’t like to put all their eggs in one basket can check out these 5 Artificial Intelligence ETFs . And if you’re looking for a more general overview of the market, INN has you covered with How to Invest in Artificial Intelligence . You can also take a look back at the market in 2023 with our AI Market 2023 Year-End Review , or read projections for AI this year in our AI Market Forecast: 3 Top Trends that will Affect AI in 2024 .

​FAQs for investing in OpenAI and ChatGPT

When will openai go public.

So, can you invest in OpenAI itself? The company is not currently a publicly traded stock; however, if Microsoft does take a large position in the company, investors will be able to gain indirect exposure to OpenAI by purchasing Microsoft shares.

For those seeking direct exposure, be on the lookout for news of an initial public offering (IPO). As of late-March 2024, there are no plans for an OpenAI IPO on the horizon.

How is OpenAI funded?​

OpenAI raised US$11.3 billion over six funding rounds from 2016 to January 2024.

The three top investors are technology investment firm Thrive Capital, venture capital firm Andreessen Horowitz and revolutionary technology investment firm Founders Fund.

​What is the market value of ChatGPT/OpenAI?

OpenAI has a market valuation of US$80 billion as of February 2024. The company’s 2023 revenue had reached US$2 billion mark in December 2023 to join the ranks of Google and Meta (NASDAQ: META ).

Does ChatGPT use Nvidia chips?

ChatGPT’s distributed computing infrastructure depends upon powerful servers with multiple graphics processing units (GPUs). High-performance Nvidia GPU chips are preferred for this application as they also provide excellent Compute Unified Device Architecture support.

​Will ChatGPT cause another GPU shortage?

Most likely not. The type of GPUs used for machine learning models like ChatGPT are different from other types of GPUs, including those used to power gaming systems or crypto mining.

​Can ChatGPT make stock predictions?

A University of Florida study recently highlighted the potential for advanced language models such as ChatGPT to accurately predict movements in the stock market using sentiment analysis. During the course of the study, ChatGPT outperformed traditional sentiment analysis methods, and the finance professors conducting the research concluded that “incorporating advanced language models into the investment decision-making process can yield more accurate predictions and enhance the performance of quantitative trading strategies.”

When to expect ChatGPT 5?

OpenAI filed a trademark application for ChatGPT-5 in mid-July 2023, which hinted that the next iteration of the generative AI technology is currently under development. There were rumours the company planned to complete training for ChatGPT-5 by the end of 2023, which did not materialize. Its anyone's guess when we may see its launch, but most likely not before Q3 2024 .

While PC Guide notes that OpenAI did release GPT-4V and GPT-4 Turbo in Q4 2023, there is little sign that ChatGPT-5 is close to market. However, the publication did share that, "In a March 2024 interview on the Lex Fridman podcast, Sam Altman teased an “ amazing new model this year ” but wouldn’t commit to it being called GPT 5 (or anything else)".

This is an updated version of an article first published by the Investing News Network in 2023.

Don't forget to follow us @INN_Technology for real-time news updates!

Securities Disclosure: I, Melissa Pistilli, hold no direct investment interest in any company mentioned in this article.

Editorial Disclosure: The Investing News Network does not guarantee the accuracy or thoroughness of the information reported in the interviews it conducts. The opinions expressed in these interviews do not reflect the opinions of the Investing News Network and do not constitute investment advice. All readers are encouraged to perform their own due diligence.

The views and opinions expressed herein are the views and opinions of the author and do not necessarily reflect those of Nasdaq, Inc.

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