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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 Setup 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.

    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

    Leave as 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}
  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.

    Field

    Value

    Description

    Email Alert notifying support agents of new case at large account

    Unique name

    Leave as 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

  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 Setup Icon and select Setup.
  2. Enter Flows in the Quick Find box and select Flows.
  3. Click New Flow.
  4. Select Start From Scratch and click Next.
  5. Select Record-Triggered Flow and click Create.
  6. For Object, enter Case and select Case.
  7. Select A record is created.
  8. Ensure None is selected for the Condition Requirements.
  9. 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 Add element and click Add element.
  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 Outcome 1 of Large Account? 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 Triggering Case > Account ID > Annual Revenue
      Note: Make sure you select the Account ID option that has a Record data type, signified by a > in its row.
    • Operator: Greater Than or Equal
    • Value: 20000000 (that’s seven zeros.)
  1. Click Add Condition and enter the following details:
    • For Resource, select Triggering Case > Account ID > Employees
    • Operator: Greater Than or Equal
    • Value: 5000Completed Yes outcome.

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 Add element and click Add element.
  2. Search and select Send Email Alert.
  3. In the Email Alert panel, select Email Alert notifying support agents of new case at large account.
  4. Enter the following details:
    • Label: Notification of Case for Large Account
    • API Name: Notification_of_Case_for_Large_Account
    • For Record ID, select Triggering Case > Case Id

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 App Launcher Icon 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.

    Field

    Value

    Type

    Problem

    Case Reason

    Breakdown

    Status

    New

    Case Origin

    Phone

    Subject

    Charge Controllers Replacement

    Description

    The charge controllers are not working and need to be replaced.

    Product

    Charge Controllers

  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.

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