Create a Case with Automated Tasks
Learning Objectives
After completing this unit, you’ll be able to:
- Identify the benefits of using Salesforce Flow for Service.
- Use the Actions & Recommendations component to automate tasks.
Discover the Value of Salesforce Flow for Service
Watch this video to see how Salesforce Flow for Service streamlines your everyday case management processes.
Get to Know the Actions & Recommendations Component
To use Salesforce Flow for Service, your Salesforce admin rolls out the feature to your org, complete with flows, quick actions, and recommendations built specifically for service agents. You can access these automated actions through the Actions & Recommendations component, which displays directly on your cases. Use this component to:
- Access flows, quick actions, and recommendations.
- Pause steps or actions tied to a case.
- Avoid bumpy case transfers by viewing a case’s history from its History tab.
- Know which steps are mandatory (marked with an asterisk), and which steps you can bypass.
Create a Case Using Actions & Recommendations Component
Now that you understand the power behind automating tasks, use the Actions & Recommendations component to create a case.
These steps walk you through an example Actions & Recommendations component and aren't meant to be followed along in a Trailhead playground. Your admin will build components that are unique to your org's use cases.
Step 1: Use the Create a Case flow
- In your case record, locate the Actions & Recommendations component.
- Select Create a Case.
- Confirm customer information.
- Click Next.
- Confirm the customer’s email address and phone number.
- Click Next to enter case details
Step 2: Enter Case Details
- From the dropdown list, select a Case Type and Case Origin.
- Enter a concise case subject.
- Enter case details that are clear, concise, and accurate.
- Click Next to create the case.
Congratulations! You just created a case using an automated flow.