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 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
   Selected 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 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. In Configure Trigger, make sure A record is created is selected.
   
8. In Condition Requirements, make sure None is selected.
   
9. Make sure 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, click .
   
2. Search and select Decision.
   
3. Enter the following details:
   

• Label: Large Account?
  
• API Name: Large_Account
  You create two paths from this Decision element: the Yes outcome and the No outcome. First, create the Yes parameters.
  

4. With the New Outcome 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.
  

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.)
  

5. Click Add Condition and enter the following details:
   

• For Resource, select Triggering Case > Account ID > Employees.
  
• Operator: Greater Than or Equal
  
• Value: 5000
  Don't close the panel yet. Next, you define the default income.
  
  

6. Click Default Outcome in the Outcome Order.
   
7. For Label, enter No.
   

Create an Alert for the Yes Outcome

1. On the path below the Yes component, click .
   
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. For Label, enter Notification: Case for Large Account.
   
3. Make sure 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 in the upper left.
   

Test the Automation

Now, test the process you just built to verify that it works.

1. Click the App Launcher 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. For Record Type, select Product Support.
   
9. Click Next and enter these 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.

Resources

• Salesforce Help: Build a Flow
• Trailhead: Record-Triggered Flows