Create an Automation with Flow Builder

Pleasing customers is very important at Ursa Major Solar. To make sure large accounts get all the attention they need, use Flow Builder to set up an automation that notifies product support specialist Ada Balewa of new cases for large accounts.

Build a Template and Alert

Before creating the automation, an email template and email alert need to be created. These will be referenced in the automation.

1. Click the gear icon and select Service Setup.
   
2. Enter Classic Email Templates in the Quick Find box and select Classic Email Templates.
   
3. Click New Template.
   
4. Select Text, and click Next.
   
5. Fill in the details for the email template.
   
   

6. 
   Click Save.
   

Next, create an email alert that the automation can reference.

1. In Service Setup, enter Email Alerts in the Quick Find box and select Email Alerts.
   
2. Click Continue.
   
3. Click New Email Alert and fill in the details.
   

4. 
   Click Save.
   

Create an Automation with Flow Builder

Using Flow Builder, you can quickly and easily automate notifications of new cases for large accounts.

1. Click the gear icon and select Setup.
   
2. enter Flows in the Quick Find box and select Flows.
   
3. Click New Flow.
   
4. Select Record-Triggered Flow and click Create.
   
5. For Object, enter Case and select Case.
   
6. Select A record is created.
   
7. Ensure None is selected for the Condition Requirements.
   
8. Ensure Actions and Related Records is selected.
   
   

Add a Decision Element

Now add the action you want to happen when your conditions are met. In this case, you want to add a decision element.

1. On the path before the End component, hover over  and click .
   
2. Search and select Decision.
   
3. Enter the following details:
   

• Label: Large Account?
  
• Ensure API Name is Large_Account
  

Two paths will be created from this decision element. The yes outcome and the no outcome. First, create the yes parameters.

1. With the New Outcome option selected in the Outcome Order, enter the following information:
   

• Label: Yes
  
• Outcome API Name: Yes
  
• Condition Requirements to Execute Outcome: Any Condition is Met (OR)
  
• For Resource, select $Record > Account > AnnualRevenue
  
• Operator: Greater Than or Equal
  
• Value: 20000000 (that’s seven zeros.)
  

2. Click Add Condition and enter the following details:
   

• For Resource, select $Record > Account > NumberOfEmployees
  
• Operator: Greater Than or Equal
  
• Value: 5000
  

Don't close the panel yet. The no outcome (default) needs to be defined.

1. Click Default Outcome in the Outcome Order.
   
2. Remove the current label text and enter No for the Label.
   

Create an Alert for the Yes Outcome

1. On the path below the Yes component, hover over  and click .
   
2. Search and select Send Email Alert.
   
3. Ensure Filter By is set to Type and Email Alert is selected.
   
4. Click in the Action search bar and select Email Alert notifying support agents of new case at large a…
   
5. Enter the following details:
   

• Label: Notification of Case for Large Account
  
• API Name: Notification_of_Case_for_Large_Account
  
• For Record ID, select $Record > Id
  
  

6. Click Done.
   

Save and Activate the Flow

1. Click Save in the upper right.
   
2. Label your new Flow as Notification: Case for Large Account.
   
3. Ensure the Flow API Name is Notification_Case_for_Large_Account.
   
4. For Description enter Notify Product Support Specialist regarding new cases for large accounts.
   
5. Click Save.
   
6. Click Activate.
   
7. Click the back arrow button (icon) in the upper left.
   

Test the Automation

Now, test the process you just built to verify that it works.

1. Click the App Launcher and select Service.
   
2. Click the Accounts tab.
   
3. In the dropdown list, choose All Accounts.
   
4. Click United Oil & Gas Corp.
   
5. Click the Details tab, and notice the Annual Revenue and Employee count. This is a large account.
   
6. Click the Related tab.
   
7. Click New under the Cases related list.
   
8. Select a Record Type: Product Support
   
9. Click Next and enter the details.
   

10. 
    Click Save.
    
11. Check your email to make sure you received the alert.
    

Now, anytime there’s a new case at a large account, you and Ada will be notified. In the next step, set up Entitlements to identify the level of service reps should be providing for Ursa Major Solar customers.

Resources

• Salesforce Help: Build a Flow
  
• Trailhead: Record-Triggered Flows