Create a Flow with Process Builder
Pleasing customers is very important at Ursa Major Solar. To make sure large accounts get all the attention they need use Process Builder to set up a flow that notifies product support specialist Ada Balewa, of new cases for large accounts.
- Click
and select Service Setup.
- Enter
Classic Email Templates
in the Quick Find box and select Classic Email Templates. - Click New Template.
- Select Text, and click Next.
- Fill in the details for the email template.
Field Value Folder
Unfiled Public Classic Email Templates
Available for Use
Select
Email Template Name
Notification of New Case for Large Account
Template Unique Name
(Let default)
Encoding
Leave as default
Subject
New Case: {!Account.Name}
Email Body
This is a notification that there was a new case created for {!Account.Name}. Please see the details below:
{!Case.Origin}
{!Case.Reason}
{!Case.Type}
{!Case.Product__c}
- Click Save.
Create a Process with Process Builder
Using Process Builder, you can quickly and easily automate notifications of new cases for large accounts.
- Enter
Process Builder
in the Quick Find box and select Process Builder. - Click New.
- Fill in the details for the new process.
- Process Name:
Notification: Case for Large Account
- API Name: (let default)
- Description:
Notify Product Support Specialist regarding new cases for large accounts.
- The process starts when: A record changes
- Process Name:
- Click Save.
- Click Add Object.
- Object: Case
- Start the process: only when a record is created.
- Click Save.
Add Criteria to the Process
The criteria are a set of guidelines that tell the process to proceed if all conditions are met.
- Click Add Criteria.
- Criteria Name:
New Case for Large Account
. - Criteria for Executing Actions: Conditions are met.
- Set Conditions.
Field Value Field
Case > Account ID > Annual Revenue
Operator
Greater than
Type
Leave as Currency
Value
20000000
(that’s seven zeros.)
- Click Add Row and enter the additional criteria.
Field Value Field
Case > Account ID > Employees
Operator
Greater than
Type
Leave as Number
Value
5000
- Conditions: Any of the conditions are met (OR)
- Click Save.
Add Immediate Actions
These actions are the steps in the process executed when the criteria to start the process is met.
- Under Immediate Actions, click +Add Action.
- Under Action Type: choose Email Alerts.
- Action Name:
Notification of Case for Large Account
. - Email Alert: leave blank for now, and click the create one link in the text below.
- Click New Email Alert and fill in the details.
Field Value Description
Email Alert notifying support agents of new case at large account
Unique name
Let default
Object
Case
Email Template
Notification of New Case for Large Account (Tip: Click the lookup icon and select Notification of New Case at Large Account.)
Recipient Type
User
Available Recipients
Ada Balewa (click Add to add to Selected Recipients)
Additional Emails
Add your email
From Email Address
Current User’s email address
- Click Save.
- Go back to your Process Builder tab, and click in the Email Alert text box. Start typing
Email_Alert
, and choose the template name that you just created. - Click Save, Activate then Confirm.
Test the Process
Now, test the process you just built to verify that it works.
- Click
to open the App Launcher and select Service.
- Click the Accounts tab.
- In the dropdown list, choose All Accounts.
- Click United Oil & Gas Corp.
- Click the Details tab, and notice the Annual Revenue and Employee count. This is a large account.
- Click the Related tab.
- Click New under the Cases related list.
- Select a Record Type: Product Support
- Click Next and enter the details.
Field Value Status New Case Origin Phone Subject Charge Controllers Replacement
Description The charge controllers are not working and need to be replaced.
Product Charge Controllers Type Problem Case Reason Breakdown - Click Save.
- 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.