Web form:
When the web form is filled out, a Process will be triggered to check the following:
- Case Account ID is NULL (no account exists)
- Case Supplied Name is TRUE
- Case Supplied Email is TRUE
- Case Supplied FirstName is TRUE
- Case Supplied LastName is TRUE
- Case OwnerIsAQueue is TRUE (custom object)
- Case OwnerQueueName equals CustomerCare (custom object)
When those conditions are met, it will trigger a flow that creates a person account and links it to the case by:
- Checking if the person account doesn't exist and if none found
- Assign attributes: person's email, first name, last name and account source
- Creates the person account
Updates case
My question is, some web forms coming in are not getting the contact automatically created, does it matter that the web form does not contain some of the fields that are checked in the Process? That is, the web form is missing Supplied Name field so will this cause the Process to fail? The web form also has an Enquiry Type picklist item that's not part of the Process Builder conditions, will this cause the Process to fail?
Additionally, if we wanted to auto-populate the PreferredName custom field on the Contact object, will this need to be done during the Process or the Flow?
1 respuesta
Hi ,
In the process builder you are using SuppliedLastName but in the webform you are asking only for FirstName not LastName. Can you remove this condition from your PB? Have you created an assignment rule to assign it to an Owner (Customer Care) and also updated OwnerIsAQueue field to True using Workflow Rule/PB?
Thanks
