Salesforce: Web to Case Contact Matching Mechanism

Salesforce Web-to-Case is a powerful self-service tool where it allows the external user to log a case through a public site and it in return being tracked in Salesforce. One of the advantages of using Web-to-Case is its ability to automatically find and match contact. Hence, upon creation of the case, it automatically assign the matching contact and the related account to the case.


Web-to-Case uses the sender’s email address to search for this unique contact.


However, there are situations that the contact will not be auto populated onto the created case. They are:

  • No contact found based on the sender’s email address
  • Multiple contacts are found based on the sender’s email address