In our service cloud, cases get crated via email-to-case, community portal and even via api's from 3rd party systems, so for few cases the contact is not auto populated as the contact does not already exist in salesforce for instance in email-to-case, the plan we came up with is using a flow , have a field at account level named main contact and use that as default contact when contact does not populate already and make that as default, but wondering if this is the best approach?
Thank you @Srinivasa Reddy Somu and @Abhishek R, so email-to-case and external portal cases are populating contact , if the contact already exists in Salesforce,no issues with that, but the issue is when the contact does not exist in salesforce, or the api does not populate, so I plan to write a flow, which after creating a case will check if the contact is already populated and only when it is not auto populated it will fetch the primary contact created as a field at account level and populate on case object (another option is using roles and just pick a contact with specific roles), do either of these seem as a viable option? please let me know
