Solve the Case of the Missing Pumpkins

Learning Objectives

After completing this unit, you’ll be able to use an agent to:

• Create a case to find the missing pumpkins.
  
• Reassign a case.
  

The Case of the Missing Pumpkins

By early afternoon, Cob’s ghost has grown tired of playing tricks inside the Inn, and the staff suspects he’s gone outside to cause trouble around the festival grounds. You grab a sandwich and head outside to chat with some of the festival activities staff to find out if they’ve had any interactions with Cob’s ghost.

The attendant at the corn maze reports that he just stopped a lawn mower, blades a-whirring and no one driving it as it heads straight for the corn maze. Fortunately, the attendant was able to jump on the mower and turn it around before it cut new pathways through the maze.

The Shrunken Apple Head Mini-Golf Experience coach told you that the lawn sprinklers pulsed on and off throughout the last half of her session, just enough to rehydrate the dried apples and make the participant’s shoes soaking wet.

Just then, Codey, the groundskeeper, races up to you, out of breath, and shows you a picture of a wagon, precariously full of pumpkins, that he was about to move to the festival grounds for the pumpkin-carving contest. Then he flips to a second picture. The wagon is empty! You gasp. “All of those pumpkins disappeared?” you ask Cody. “Yes!” he says and adds, “We need those pumpkins for the pumpkin-carving contest tonight!”

“Well, this is definitely urgent,” you tell him. “But my experience with this ghost is that he usually just moves things around, so the pumpkins probably aren’t really missing. You just need to look in places you might not normally suspect.”

Codey thinks about where to search for the missing pumpkins. In the meantime, you assure Codey that you will create a high-priority case to find the pumpkins and assign it to him so that Astro knows this is the top priority right now.

Create a Case to Find the Missing Pumpkins

1. In the Sillicorn Valley Inn app, click .
   
2. Click the arrow next to Guest Agent to expand the Select Agent menu. Select the Customer Service Agent from the menu, then click Select. Make sure the correct agent is selected.
   
3. In the Agentforce panel, copy and paste Create a case for Codey Bear to find the missing pumpkins. The agent responds to tell you the case was successfully created. The case will actually be assigned to you, not Codey.
   
   
   

Assign the Case to Codey

Assignment Rules are not set up in this org, so the Case Owner is currently set to you. You need to reassign the case to Codey.

1. In the agent response, click the case number, 00001058, to open the Case Feed.
   
   
   

2. In the agent conversation window, copy and paste Reassign the case to Codey Bear.The agent responds to tell you that the case has been successfully reassigned to Codey Bear.
   Note: The agent might ask you to confirm that Codey Bear is the correct name for the new owner. If so, type Yes in the Agentforce panel. Alternatively, the agent might ask you to confirm the name of the new owner. In that case, type Codey Bearin the Agentforce panel.
   
   
   

3. In the agent conversation window, copy and paste Change the Priority to High. The agent tells you that the case priority has been updated. If the agent is having trouble changing the priority, try prompting it again.
   
4. If the Case Owner field on the Case Feed does not automatically update, in the Agentforce panel, click the case number again to refresh the Case object and view the update.
   
   
   

Wrap Up

Codey has some good ideas about where to look for the pumpkins and dashes off toward the barn. Check the challenge below so you can continue your rounds looking for signs of Cob’s ghost.