I’ve struggled for a while with using NBA (Next Best Action) and ensuring case data is passed to the triggered flow. Hopefully, this information saves someone a few hours—or even days—of research.
The documentation doesn’t seem to explain how to pass case data, other than by creating a recommendation record for the triggered case with a field containing the case data, which the flow can then retrieve.
Since I wasn’t keen on creating records for what felt like a less-than-ideal solution, I reached out to Salesforce. They initially suggested using custom actions to pass case data via a URL to trigger the flow, but this turned out to be incorrect. However, it did clarify that a recommendation flow created in Flow Builder won’t work in this situation.
The correct approach is to use Strategy Builder. The triggered flow will automatically receive the case ID, provided you have a variable named "recordId" that’s set to be available for input.
Interestingly, this worked without me needing to declare the variable in Strategy Builder, which doesn’t seem to have the functionality to do so anyway.
If anyone has any corrections or thoughts please comment back and I hope this helps someone in the future.
