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.

  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
    Unfiled Public Classic Email Templates
    Available for Use
    Email Template Name
    Notification of New Case for Large Account
    Template Unique Name
    (Let default)
    Leave as default
    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:


  6. Click Save.

Create a Process with Process Builder

Using Process Builder, you can quickly and easily automate notifications of new cases for large accounts.

  1. Enter Process Builder in the Quick Find box and select Process Builder.
  2. Click New.
  3. 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
  4. Click Save.
  5. Click Add Object.
  6. Object: Case
  7. Start the process: only when a record is created.
  8. 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.

  1. Click Add Criteria.
  2. Criteria Name: New Case for Large Account.
  3. Criteria for Executing Actions: Conditions are met.
  4. Set Conditions.
    Field Value
    Case > Account ID > Annual Revenue
    Greater than
    Leave as Currency
    20000000 (that’s seven zeros.)
  5. Click Add Row and enter the additional criteria.
    Field Value
    Case > Account ID > Employees
    Greater than
    Leave as Number
  6. Conditions: Any of the conditions are met (OR)
  7. Click Save.

Add Immediate Actions

These actions are the steps in the process  executed when the criteria to start the process is met.

  1. Under Immediate Actions, click +Add Action.
  2. Under Action Type: choose Email Alerts.
  3. Action Name: Notification of Case for Large Account.
  4. Email Alert: leave blank for now, and click the create one link in the text below.
  5. Click New Email Alert and fill in the details.
    Field Value
    Email Alert notifying support agents of new case at large account
    Unique name
    Let default
    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
    Available Recipients
    Ada Balewa (click Add to add to Selected Recipients)
    Additional Emails
    Add your email
    From Email Address
    Current User’s email address
  6. Click Save.
  7. 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.
  8. Click Save, Activate then Confirm.

Test the Process

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
    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
  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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