Situation: An organization receives a mix of leads and cases on their website's contact form, which is causing a bottleneck since customer service has to spend a lot of time sorting through all of the form submissions.

Task: The organization wants to automate the creation of cases if people need assistance with particular products or programs. They only want one form since their customers seem to use the first contact form they see for everything (leads and cases).

Action: To address this problem, I removed the web-to-case form and created a custom flow for web-to-lead. This involved adding a custom picklist to the lead record that requires users to select a value from the "How may we help you?" field, when filling out the contact form. Then, I designed a flow to automate the creation of cases based on these picklist selections.