The Case for Web-to-Case Attachments

You’re at an amusement park, and you’ve just enjoyed a thrilling ride. But, oh no, you’ve lost your favorite hat on the ride! You rush to the lost and found, and they give you an online form to fill out. Just as you’re about to describe your hat in painstaking detail, you have the idea to attach a picture of you in your hat to the form. However, you find out that there’s no option on the form to add an attachment. That’s a bit how both Salesforce users and customers have felt when they couldn’t attach files to cases before submitting them through an online form. It’s like describing your hat all over again without showing a picture.


On the Roadmap

Salesforce has acknowledged the gap, and while the engineering effort required is substantial, they’re considering it for future updates. Meanwhile, the Salesforce community is not just sitting back. Trailblazers have shared a workaround that’s akin to drawing a sketch of your lost hat for the lost and found. It’s not perfect, but it’s a start.

The Workarounds

1. Third-Party Solutions: There are a handful of third-party form builder apps that integrate with Salesforce that provide a much more dynamic experience than a web-to-case form, including the ability to add attachments. Formstack provides a very flexible form building platform that integrates seamlessly with both custom and standard Salesforce objects.

2. Custom Flows: For the more tech-savvy admins, creating a custom screen flow that allows attachments upon case creation is another path. However, screen flows cannot live outside of Salesforce. You will need to embed the screen flow onto an Experience Cloud site in order to use it.


Salesforce admins and users, remember that while the official feature for web-to-case attachments might be on the horizon, you have a community of fellow trailblazers sharing their maps and tools to help you in the meantime. And if you need a guide, SOLVD is ready to lead the way.

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