Case is Always Tagged as Anonymous in an Online Case Form

This is a workaround to Enhancement 71363 Online Case Form: Please search on Contact Email rather than Company email on Select Fields: Search.

Solution

Edit the Online Case Form

1. Navigate to Set Up > Support > Online Case Forms
2. Click Edit on the Online Case Form
3. Online Case Form: 
4. Click Set Up Workflow
5. Create Customer as Companies: Enter Checkmark
6. Handle Duplicate Records: Select Update the first record created
7. Use Duplicate detection Criteria: Enter Checkmark
8. Click Save

Configure the Duplicate Detection

1. Navigate to Set Up > Company > Duplicate Detection
2. Detect Customer Duplicates: Enter Checkmark
3. Customer Fields To Match On: Select Company Name
4. Detect Contact Duplicates: Enter Checkmark
   • Select First Name
   • Select Last Name 
   • Select Email (Full)
5. Click Save

Test the Online Case Form

1. Navigate to Set Up > Support > Online Case Forms
2. Click View on the Online Case Form
3. Online Case Form: 
4. Click External
5. External:
6. Click the Publishable Form URL
7. Online Case Form page:
8. Fill out the form
   Note: Make sure it matches an existing contact in the account.
9. Click Submit 

Check the Case Created